Technology Services Manager

-Job description

**Some careers have more impact than others.**

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

HSBC is one of the largest banking and financial services organisations in the world, with operations in over 60 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 realise their ambitions.

HSBC Technology and Services is a pivotal part of the Group, responsible for seamlessly integrating technology platforms and operations with the aim of redefining customer experience and driving down the unit cost of production. Providing solutions that connect people, devices and networks across the globe, the function combines domain expertise, process skills and technology to deliver unparalleled business value, quickly addressing market changes and facilitating the development of profitable customer relationships to keep HSBC ahead of the competition.

We are currently seeking an ambitious individual to join our Technology Service Transition and Improvement team in the role of T**echnology Service Manager.**

**Principal Responsibilities**:

- Technology Service Transition and Improvement is part of the Data Centre and Service Management.
- Data Centre and Service Management functions involve Data Centre Operations, Data Centre & Service Resilience, Command Centre Operations, Incident Management, Problem Management, Change Management and Service Level Management.

The main functions of the Technology Service Transition and Improvement team are to:

- Manage critical services and achieve optimum service availability.
- Have keen awareness of risk and able to promptly escalate the major incidents to minimize impact to the business.
- Drive the root cause analysis and preventive measures on the critical services incidents.
- Prepare the regulatory reporting related to Business Disruption and Systems Failure.
- Prepare the PayNet Incident reporting related to PayNet services.
- Drive the service improvement plan on the thematic service issues in the local country.
- Collaborating across DevOps teams to ensure consistency, and continuously improve Service Management Process execution.
- Monitoring of local changes as well as regional/global changes to avoid change schedule conflicts.
- Coordinate the weekly Change Review meeting, perform the first level assessment on the change requests within the scope of the Change Review meeting.
- Review submitted changes which impact Critical Systems to minimize failed changes.
- Liaising and ensuring the relevant teams are adhering to the related Change & Release Management processes.
- Work closely with the IT Service Operations team on other Data Centre & Service Management discipline.
- Prepare the monthly IT Service Performance & Availability report and share with the country business stakeholders.
Requirements
- Minimum Bachelor Degree and/or working experience in the Financial industry.
- Experience working in relevant environments - IT Quality/ IT Service Management/ IT Infrastructure Delivery (Operations) or an Application.
- Support/Development Team.
- Strong verbal and written communication skills.
- Good analytical skills.
- Proactive, self-motivated and good team player.
- Able to work independently and in a responsible and dependable manner.
- ITIL Foundation certification is desirable.

**Opening up a world of opportunity.**

**Issued by HSBC Bank Malaysia Berhad