Company: HSBC
Location: Sheffield
Employment Type: Full–time
Posted: 15 hours ago
Description:
Join a digital first bank that’s powered by people.
Our technology team builds innovative digital solutions rapidly and at scale to deliver the next generation of banking services for our customers around the world.
You’ll have an impact on bringing digital-first banking to our customers by defining the future state architecture vision and strategies for our Global Businesses and Global Functions.
You’ll be developing business, data, software, and integration architecture standards to manage processes, systems, and technology complexity across the HSBC Group. Through dynamic, agile collaboration you’ll work closely with business partners to translate their requirements into integrated solutions that can be deployed globally using consistent service patterns for ease of deployment, support, and enhancement.
As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.
The Production Support Analyst role is based within the Core Banking Shift support team, within Core Banking – RPS UK
The successful candidate will work on one of the shift teams that collectively provide 24×7 Level 1 Production Support for circa. 95 IT Services, on the IBM zSeries platform. The support team primarily deals with batch job failures, CICS alerts and other ad hoc / critical alert and business raised Incidents. Prompt recovery of Service Incidents and pro-active management is required to meet the Service Level Agreements. The primary focus of this role will be the UK Core Banking Services, though several other services owned by other GB/GF’s are also supported by the Shift team. Opportunities to embrace Agile methodology and to assist in Development activity and automation are available.
We require a candidate with strong technical skills and with the ability to work to critical deadlines and in high pressure situations. The technical role will require involvement in a 24x7x365 Production Support shift pattern; covering Monday 7am until Saturday 7am (morning / evening / night shifts) and weekends are covered by an on-call duty pattern (typically covering three weekends in every 12-week period).
In this role you will:
• Prioritisation of the service Incidents and resolution according to service agreements and business needs, under the guidance of a Lead Analyst.
• Creation and management of Problem Records, post Incident with a focus on Root Cause identification and resolution.
• Ensuring that Incidents & Problems are effectively managed, responded to and accurately documented within reporting systems, and that implementation of corrective and/or preventative action is coordinated.
• Representing Core Banking in both internal and external meetings/calls, particularly in crisis scenarios.
• Identifying emerging Incident patterns and being proactive in taking evasive action.
• Continuously identify opportunities to improve the technical resolution of Incidents based on lessons learned and feedback from stakeholders.
• Provide data-driven reports and metrics on Run the Bank activity to IT leadership and stakeholders, or for Service comparison.
• Stay up to date with emerging trends and technologies in Production Support and recommend innovative approaches to enhance Incident and Problem Management practices.
To be successful in this role you should meet the following requirements:
• Knowledge and experience of COBOL / CICS / DB2 and the Incident Management process.
• Effective communication and interpersonal skills, with an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences.
• An understanding of service management methodologies, frameworks, and industry best practices particularly in Service Recovery.
• Strong analytical and problem-solving abilities, with a focus on Service Recovery and Root Cause analysis.
• The ability to work within tight deadlines in pressure situations.
• Data focused approach to reporting and Problem solving.
This role is based in Sheffield and offer hybrid working.
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces – no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:
Email: [email protected]
Telephone: +44 207 832 8500
Apply via:
• Careers At HSBC – HSBC Group
• Hackajob
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