• Competitive
  • Hong Kong
  • Permanent, Full time
  • HSBC
  • 2019-05-24

DevOps Service Manager Business Services - HSBC Operations, Services and Technology

  • Full time
  • Hong Kong
  • 24 May 19

DevOps Service Manager Business Services - HSBC Operations, Services and Technology

Some careers have more impact than others.
If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.

We are currently seeking a high caliber professional to join our team as DevOps Service Manager Business Services.

Principal responsibilities​
  • The DevOps Service Manager is to embed agile IT Service Management disciplines into the day to day activities of the cross functional teams and own responsibilities for the services delivered.
  • Working 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
  • Producing DevOps and Service Management metrics and reports
  • Assisting cross functional teams with problem management and retrospectives
  • Assisting cross functional teams with change and release management, such as the path to live
  • Supporting the DevOps transition within allocated service line.
  • Ensuring effective end to end service delivery of services through day to day interaction with established IT and Product teams
  • Including managing the relationship with dependent systems.
  • Building and maintaining great working relationships across all internal and external stakeholders.
  • Identify any necessary changes to the contingency or resilience requirements during the life on a service.
  • Ensuring all applicable non functional requirements are completed before delivering service in live.
  • Managing the demise of any components or services that are no longer required.
  • Supporting the cross functional teams with the transition to live, as in the service acceptance process.
  • Ensure the IT Service is meeting expectations by supporting and promoting 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.
  • Acting as primary coordination point for service issues escalated by external support teams.
  • Driving incident resolution in technology or process, across technology teams, stakeholders and management where required.
  • Being accountable for the Service Excellence and Problem Management processes.
  • Supporting 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


Qualifications

Requirements
  • Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change or Release Management
  • Preferred Certification such as ITIL Expert, Certified Agile Service Manager, Certified Agile Process Owner
  • Fantastic experience with ALM tooling such as App Dynamics, New Relic, Splunk, JIRA and Confluence
  • A proven track record of developing and delivering service improvements.
  • Proven and extensive experience of service management and application production support with knowledge of service recovery, incident and problem management
  • Experience using service management, service monitoring, knowledge management, communication and workflow tools, for example Jira Service Desk etcetera
  • Experience working in a DevOps environment
  • Availability to undertake travel both domestic and international as required
  • A flexible and committed approach, a willingness to work outside of core hours as required to provide Application Support at a global level is essential
  • Relevant product knowledge including knowledge of Internet Banking, Mobile Banking propositions or other customer facing applications, services or infrastructure is desirable but not essential
  • Role relevant qualifications, Certified Agile Service Manager, which is preferable, ITIL, Service Management qualifications are desirable but not essential
  • Past working experience in a relevant role, for example, proven experience of Application Support, Change and Release Management, Service Transition, Service Introduction or Service Management is desirable but not essential
  • Strong communication and interpersonal skills to develop relationships across the business, stakeholders and technical teams
  • Strong decision maker and proactive self-starter
  • Excellent negotiation skills
  • Proven analytical skills and ability to deal with complex and technical data
You'll achieve more when you join HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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