Information Technology Service Owner/Lead Consultant Specialist/Pune/Wealth & Personal Banking IT : 0000KCOM

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 Lead Consultant Specialist

• Embed agile IT Service Management disciplines into the day-to-day activities of the cross functional teams and own responsibilities for the services delivered.
• Work with DevOps enabled cross-functional teams to support best practice incident and problem management, change and release management and monitoring, logging, and alerting for both production and non-production environments.
• To act as ITSO for key services owned by SaaP. Manage control backlogs for IT services; activity participate in Scaled Agile Planning to ensure controls and evergreening backlog is prioritised.
• Produce DevOps and Service Management metrics and reports.
• Assist cross-functional teams with problem management and retrospectives.
• Assist cross-functional teams with change and release management – the path to live.
• Support the DevOps transition within allocated service line.
• Act as primary co-ordination point for service issues escalated by external support teams
• Drive incident resolution - technology or process, across technology teams, stakeholders and management where required.
• Be accountable for the Service Excellence and Problem Management processes.
• Experience is Service life cycle (Service Strategy, Service Design, Service transition, Service Operations, CSI)
• Work across IT and Product teams
• Including managing the relationship with dependent systems.
• Build and maintain great working relationships across all internal and external stakeholders.
• Identify any necessary changes to the contingency / resilience requirements during the life on a service.
• Ensure all applicable non-functional requirements are completed before delivering service in live.
• Manage the demise of any components or services that are no longer required.
• Support the cross-functional teams with the transition to live - service acceptance process.
• Ensure the IT Service is meeting expectations:
• Support and promote a culture of continuous monitoring by recording and publicising a services performance against stated service quality attributes.
• Take responsibility for responding proactively to deviations from agreed quality standards.
• Review business satisfaction levels with the Business and Markets.
• Act as primary co-ordination point for service issues escalated by external support teams.
• Drive incident resolution - technology or process, across technology teams, stakeholders and management where required.
• Be accountable for the Service Excellence and Problem Management processes.
• Support and promoting a service culture which actively champions customer needs and lean agile principles whilst balancing against internal controls within digital.
• Facilitate regular capacity reviews
• To include all necessary Capacity Planning SMEs and Business Managers.
• Ensure all stakeholders understand the need for accurate capacity planning and the costs of resources provided to meet business demand.
• Ensure cost justification for any increase in capacity requirements
• Measure and monitor consumption and variances from plan.
• Identify and promote opportunities for performance tuning, improving operational integrity or reducing costs.
• Ensure you contribute to the rates calculations to accurately assess the consumption growth through the next billing year.
• Support adherence to group standards:
• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with the Group Operational Risk FIM.
• Maintain and observe HSBC internal control standards.
• Ensure that cross functional teams are aware of changes to the control landscape within HDS and that any changes to service architecture and design as a result of changes to the control landscape are incorporated in the project backlog of the relevant service.
• Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training are in place and training is provided, and optimizing relations with regulators.