Technology Service Management Specialist/Senior Consultant Specialist

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Senior Consultant Specialist

In this role, you will:

n this role, you will:

Key Responsibilities:

• Monitor and analyse service performance metrics to identify trends, issues, and opportunities for improvement.
• Manage the end-to-end incident lifecycle, mostly P3 and above incidents, coordinating resolution efforts across technical teams and stakeholders.
• Ensure timely communication during incidents, using the right tool and ensure consistency with the medium of communication.
• Lead root cause analysis for disruptive incidents and ensure root cause analysis and root cause fix is achieved within fix timelines.
• Develop, maintain and continuously enhance the Incident Response Playbook.
• Maintain and configure IT service management tools (e.g., ServiceNow, Jira Service Management).
• Identify opportunities to streamline workflows and improve efficiency in service management processes.
• Maintain and update the known error database (KEDB), ensuring accurate documentation of known errors and workarounds.
• Monitor incident and problem trends, and collaborate with platform teams to enhance service reliability and performance.
• Provide training and guidance to teams on service management processes and tools.

Qualifications - External

• ITIL certification (Foundation level or higher).
• Proven experience in implementing ITIL practices.
• Strong understanding of IT service management principles.
• Excellent communication and interpersonal skills.
• Ability to work with cross-functional teams.

• Strong analytical and problem-solving skills.
• Familiarity with DevOps and Agile methodologies

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by – HSBC Software Development India