广州招聘

Job Description
Responsibilities:
Team work-
· Primary responsible for the quality of their own deliverable
· Escalate for any support incident/risk issues which may have potential client/business/regulatory/financial impact
· Work with colleagues to ensure effective hand-over of queries and problems where workload or timing dictates a transfer of responsibilities within the team or cross the team in PSP.
Production Support and Customer Services:
· Ensure all service delivery is timely, accurate and in line with PLA's, agreed standards, client commitments and BP expectations
· Maintain proper documentation and filing record related to profile setup or helpdesk support conforming to audit requirements, and internal/bank standards.
· Participate in business system testing related to system enhancement and upgrade, documentation and implementation related tasks.
· Engage with internal teams in HK and SSC through participation in the service calls, prompt feedback to ad-hoc queries.
· Communicate with users and disseminate latest system information on regular basis.
· Investigate, communicate with both users and IT, monitor, and escalate immediately for any incident. Then, follow up with IT for the incident report with root cause and preventive measures.
· Represent the business on crisis calls obtaining input from relevant functional managers as required. Escalate issues that are having an increasing business impact or where resolution is slow.
· Understand the structure, functionality and administration procedure of responsible systems. Deliver cost effective business solutions to users by using available desktop tools and identify opportunities to improve operational efficiency.
· Work with Product Support and Projects team to perform support tasks for business within agreed SLA
· Liaise with other departments as and when required for deliverables.
· Should assist line management in developing backups and undertaking cross-training to ensure complete knowledge sharing.
· Build robust and open business relationships. Conduct monthly BP reviews.
· Develop and manage action plans to maintain and improve service and product delivery.
· Summarise queries & issues in Monthly BP Call and ensure all actions are closed as per agreed timelines.
· Provides day to day support for internal and client users of various bespoke and third party applications including the core systems and end user computing. Handles and records queries and problems responding within agreed SLAs, maintaining and closing call records promptly.
· Escalates problems with customer support that cannot be swiftly resolved to line manager to agree treatment.
· Communicates information about system problems or changes to appropriate users in a clear and timely fashion.
· Understands business cycles, processes and peak periods affecting support requirements.
System Administration
· Proactively monitors interfaces and process flows to ensure that the systems are operating correctly.
· Trouble-shoots breakdowns by running database queries, etc. to diagnose failures.
· Restarts applications and re-submits files, etc. to resolve problems
· Maintains certain standing data items and system access and security settings as required.
Problem Management
· Proactively manages system problems identified through monitoring or from customer calls.
· Responds to system alarms and alerts, eg from Control M, and takes appropriate corrective action.
· Raises and maintains incident tickets and production support log.
· Engages resources from the business, IT or vendors to ensure a swift recovery from problems, the investigation and correction of root causes and any process improvements to improve system or process resilience.
· Represents the business on crisis calls obtaining input from relevant functional managers as required.
Escalates issues that are having an increasing business impact or where resolution is slow.
· Management of Risk
· Is aware of the operational risks associated with the role and acts in a manner that takes account of these.


Skills/Experience Required
Mandatory Skills/Experience
? Applicant should have a Bachelor's Degree in computer science, business or related discipline
? 2-3 years working experience with demonstrated interest in finance industry, application support and problem resolution
? Basic knowledge in custody, brokerage, depository, investment accounting, mutual funds and ETF with position in customer services are definitely an advantage
? Ability to manage deliverable of themselves
? Excellent problem solving skills & ability to find logical solutions to problems
? A sound level of PC literacy and knowledge of standard office tools
? Possess good analytical mindset with good presentation and communication skills
? Strong self-motivation and able to work under pressure
? Assertive,with a positive attitude and an open mind
? Excellent interpersonal and team work skills
? Willingness to learn new system,business processes and product knowledge
? Multi-tasking with ability to independently prioritize workload without impacting the deliverables. Highly organized
? Evidence of excellent verbal, written communication and presentation skills
? Fluent in English is a must
? 1-2 years hands-on working experience in Microsoft Office programming and automation (VBA in MS Access and MS Excel) would be an added advantage
Flexible to work shifts, provide ad hoc holiday support and travel outside SSC when required. The role will require staff to work in 8.5 hour shift starting from 05:00 HKT to 23:00 HKT.

About HSBC

HSBC is one of the leading banking and financial services organisations in the world. In 70 countries and territories serving around 37 million customers, we connect customers to opportunities, enabling businesses to thrive and economies to prosper. We help people to fulfil their hopes and dreams and realise their ambitions by providing award-winning advisory, products and services.

HSBC Operations, Services and Technology provides essential operational services, IT and technical support to help HSBC function effectively and improve our customer service.


About HSBC Technology China

We develop, implement and support software and IT services and processes that allow HSBC to remain at the forefront of high-quality banking systems. We develop and maintain systems for HSBC’s global businesses, as well as support functions such as Finance, HR and Risk. We work across a range of technology platforms and development disciplines, from mainframe to mobile technologies.
Our team includes software engineers and developers, architects, testers, IT and business analysts, consultants and programme and project managers, as well as team leadership and management roles. We employ people in almost all the countries and territories in which HSBC operates. Two locations of HSBC Technology China, including Guangzhou and Xi’an, are world-class technology hubs with industrial delivery capability.


Who we look for

We have exciting opportunities for highly motivated graduates and experienced professionals to join our talented IT team and ensure HSBC realises its ambition to be the world’s leading and most respected international bank. We are looking for people who are dependable, open to different ideas and cultures and enjoy being part of a team.

In return, we will help develop your skills through structured programmes, training and on-the-job experiences to meet your career ambitions. We offer comprehensive, market-competitive pay and benefits as well as programmes and plans to assist employees in building and protecting their financial security.

If you are interested in working with the teams that develop, implement and support the technology that keeps HSBC functioning effectively, we hope to hear from you.

Find out more about us in Website: *****************************/careers/technology
Or Follow us on WeChat Career Account by searching “汇丰软件人才招聘”