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 organizations 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 realize their ambitions.
We are currently seeking an experienced professional to join our team in the role of Senior Associate Director, Service Management
In this role you will:
Leadingincident and problem managementprocesses for business-critical, customer-facing systems.Building and deployingmonitoring, alerting, and observability frameworksacross all layers of the custom stack (application, API, DB, network).Drivingautomation-first operations, including infrastructure as code, CI/CD pipelines, and self-healing mechanisms to eliminate toil and manual interventions.Supportinghigh-throughput, low-latency systemsthat serve high volume of transactions daily, with an eye on capacity planning, performance optimization, and security.Collaborating with Cybersecurity, Risk, and Compliance to ensure the custom platform aligns with regulatory requirements, especially around customer data protection, uptime commitments, and operational resilience.Serving as atechnical thought leaderand mentor to DevOps engineers, while advocating for a culture of ownership, root cause thinking, and continuous improvement.Work with architecture and platform teams to influence design for reliability and performance.Implement proactive monitoring, alerting, and self-healing mechanisms.Conduct Root Cause Analysis (RCA) and drive long-term fixes to reduce incident recurrence.Drive automation of operational tasks and manual processes using tools like Ansible, G3, etc.Manage CI/CD pipelines and ensure seamless deployment of code with minimal downtime.Lead incident response efforts, ensure timely resolution, and manage postmortem processesCollaborate with ITSO (IT Service Owner), SQM (Service Quality Management), and application teams to improve service uptime and customer experience.Forecast system capacity and ensure scalability to meet future growth.Embed agile IT Service Management disciplines into the day-to-day activities of the cross functional teams and own responsibilities for the services delivered.Work 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.Communicating with various Business IT teams.Exhibit Flexibility to work in shifts and provide on-call support.Adherence to SLAs service delivery procedures defined by ITIL framework.Ability to work to successfully deliver services to agreed levels in a diverse and constantly changing environment.Effectively deliver services involving elements delivered by other internal/external teams.