Production Support/Team Leader - IT Sec Analyst

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 Team Leader - IT Sec Analyst

In this role, you will:

• Prioritising effort on supporting high priority Live Customer impacting incidents over ‘backlog items’.
• Working with global support/platform teams helping to coordinate service restoration and avoidance of outages.
• Ensuring that Service Operability requirements are given appropriate focus throughout the development and operations lifecycle.
• Ensuring that you and your colleagues are adequately trained to successfully support the Live service/s as per Business requirements.
• Working with the ITSO and Product Owners to ensure that technical debt is addressed through prioritisation of the backlog/work stack items.
• Applying Service Management to ensure the service meets defined Service Level Agreements, operates within the agreed Service Management framework, IT capabilities and costs.
• Working collaboratively within the Global Service Management team to define, implement & operate a global standard Service Management model.
• Ensuring incidents & problems are effectively managed, responded to and accurately documented within reporting systems, and that implementation of corrective and/or preventative action is coordinated.
• Ensuring the team have the ability to support their own services in Live through completion of Non-Functional Requirements expectations
• Ensuring teams adhere to Incident, Problem and Change Management processes
• Ensuring retrospectives are conducted following high priority incidents and as required
• Attending the ‘Regular - Application Management – stand-up Meeting’ if called to discuss recent/live production incidents, and manage actions arising from the meeting through to completion.
• Attending ‘Change Review Board’ to discuss upcoming changes
• Contributing to production support forums to identify continual service improvement opportunities, share best practice and common issues 
• Producing and publishing service operational metrics including SLA achievement e.g. Incident and Problem Management metrics as defined by the respective processes