Service Governance

• Understand how the end-to-end RTB processes and relevant activities across all of Data Analytics systems work per the prescribed HSBC and ITIL standards.
• Within various teams, review and monitor, report if all aspects of Production processing (Incidents, Problems, Service Level indicators etc.) using automated dashboards are performing at optimum levels according to business needs.
• Work closely with the Engineering / product team to ensure implementation of automation of the Production processes. Promote Site Reliability Engineering culture.
• Should be aware of Agile and DevOps principles.
• Communicate effectively with various Business & IT teams. Collaborate effectively with global members to achieve desired outcomes. Need strong verbal and written communication. Should be good in presentation skills.
• Ensure adherence to different OKR (Objectives and Key Results) and KPIs (Key Performance Indicators) and measure and track progress of individual teams / PODs against the different OKRs and KPIs.
• Should comply with audit, data protection & IT Security procedures to ensure integrity of system.
• Should be open to learn new technologies based on project requirements.
• Preferably candidate who has worked in production support function.

Requirements

• Bachelor of Engineering preferred.
• Good knowledge of ServiceNow tool and able to create dashboards/reports for management overview.
• Should have hands-on experience in creating reports in Microsoft excel.
• Capable of understanding the ITIL terminology and various Service Management and Software Development Lifecycle terminologies.
• Knowledge of Hadoop and ITIL – Alerting and Monitoring, Change management, Problem management and Incident management.
• Knowledge of service protection and change exception handling.
• Knowledge and understanding of Banking domain and IT Infrastructure is preferred.
• Proven experience of working with/in RTB / Production support teams.
• Hands-on experience and sound understanding of HSBC and ITIL, processes and standards.
• Strong communication skills and be a team player of global team.
• Ability to prioritise and work independently within a diverse team environment.
• Should have sound knowledge of service resilience, DR exercise, Backup and restore etc
• Understanding of key OKR’s of Incident & alert Reduction within department and proactivity working on achieving those OKR’s.
• Candidate should be aware on on-going/planned Patching and vulnerability activities and capable to coordinate with respective teams for closures.
• Good understanding around change management and controls.
• Good understanding of problem management and driving those to closure along with driving Post incident review meetings.