上海招聘

Your responsibilities will include:

Looking for an individual that possess good problem solving and analytical skills, considers themselves to be able to provide a service to internal Bank customers, through both good business-like spoken and written English. Candidate must understand and cope with the pressures of working in the IT & Banking industry, with a strong sense of ownership together with the urgency that comes with managing time critical issues.

Candidate ideally should have worked in a global team and appreciates the diversity and challenges that is associated with such collaborations.

Qualifications

Monitoring and Alerting

? Use monitoring tools to manage applications and respond to technical alerts raised.

? Closely monitor repeat incidents to ensure that problem management is alerted and knowledge management is kept up to date.

Incident and Problem Management

? Incident Manage and coordinate all raised incidents and service requests that have been escalated to other teams with the authority to ensure SLA’s and procedures are adhered to and appropriate tracking & root cause information is updated/recorded prior to closure.

? Participate in Major Incident Reviews and Service Improvement Programs as required.

? Locate root cause of the incidents, review and assess if problem management required, and update incident/problem tickets.

? Work with Problem Management team to proactively avoid incidents.

? Discuss with L3 for fixes, and coordinate releases.

Assessment and Prioritization

? Correctly & efficiently categorize and prioritize all incidents and service requests, using standardized processes raised

? Ensure that requests and incidents impacting critical business lines are assessed and escalated quickly to ensure minimal disruption and impact.

Escalation and Communication

? Ensure relevant stakeholders are informed of known escalations where appropriate

? Issue INS / flash report

? Keep stakeholder up to date on the status of the issues

? Communicate to other stakeholders or other service owners to prevent same issue from happening to other

Services

Resolving and Recovering

? Look up knowledge database for the procedures to handle the incidents and answer service requests

? Provide solutions to users/business through the resolution of Incidents and Problems.

? Execute the procedures with necessary approval is understood and collected

? Contact other teams for resolution (e.g. vendor,infrastructure team) where an Incident/Problem cannot be resolved by the L1 Team.

? Appropriately escalate to L3 and/or to other teams according to predefined procedures on incident recovery (without handing over the responsibility on

incident management)

? Coordinate with incident management team to involve to facilitate the service recovery

? Work closely with SME and Level 2 teams where applicable on resolving technical requests and incidents, as well as understand where the business

and technical solutions are being development and delivered.

Logging and Recording

? Correctly & efficiently record and process all incidents and service requests in line with processes and procedures

? Responsible for updating the Knowledge Management database with all relevant information relating to tickets resolved

? Ensure accuracy of the recording and metric

? Produce MI as required and analyze, as to identify any risks and/or achievement

Client Services

? Own the relationship with the business for the request

? Acknowledge and respond to users/business promptly

? Handle and resolve customer complaints

? Collect and validate information from business that are necessary for further investigation

? Clarify business impact on incidents

? Keep users/business up to date on the status of the queries/issues reported

? Inform users/business on any events or activities

? Ensure completion of user/business verification posted service recovery

? Maintain key business relationships with users to allow quick assessment of requests and incidents.

Others

? Coordinate DR tests

? Report service target breach and monitor service metrics, report and initiate corrective actions

? Identify threats and vulnerabilities and risks, categorize,estimate probability and escalate

? Contribute ideas on more efficient business-IT operations, turn ideas into actions / plans

? Pre-release review and sign-off of all support related items that will be deployed in production.

? Implementing the HSBC Risk Controls, you will act as the First Line of Defence, ensuring HSBC systems controls are enforced and exceptions reported.

? Support audits and regulatory reviews as required

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