CTCS CMB IT Production Support / Server
Role Purpose
Global CTCS Teams will be operating in three locations viz. either India, China and Mexico under Follow-the-Sun support model under Commercial Banking IT. The CTCS Team will support urgent issues for multiple business systems and products within Commercial Banking. Senior Ops Engineer will be play role of Shift Incharge attached to specific Service line (eg eChannels, GTRF, Credit& Lending, etc). Manage all user-wide communications (e.g. Flash Alerts). This also includes follow-up communications/updates and fielding any queries arising. Acts as real time incident escalation point for the CTCS/DevOps team/POD Ensures bi-directional feedback between DevOps PODS teams and CTCS teams.
As a part of CMB Technology Customer Support (CTCS) team the responsibilities will include:
· Investigating system failures and incidents reported on the services supported.
· Communicating with various Business & IT teams.
· Flexible to work in UK shifts and provide on-call support.
· Perform root-cause analysis and production fixes.
· Work as a part of a global team.
· Adherence to SLAs & service delivery procedures defined by ITIL framework.
· Excellent problem solving and root-cause investigation skills are essential.
· Excellent written and oral communications skills in English language are essential. E.g.: Report Writing, ability to document training materials etc.
· Knowledge of Banking Payment Systems and/or Banking Domain is preferable.
· Knowledge of Payment & Cash Management systems and Gateways like SWIFT is preferable.
· Familiarity with Incident / Problem / Change and Release Management procedures is preferable.
· Ability to work effectively and professionally under pressure
· Ability to work as part of a Global virtual team across multiple regions.
· Engage IMT to get an incident manager assigned
· Perform RTC/Qlikview Dashboards to ensure tickets are being progressed as per SLA
· Perform Handover activities to new Senior Ops Engineer in next shift IMPACT
Technical skills: Server Systems
1. JAVA high experience Oracle/DB2
2. UNIX/LINUX
3. JavaScript
4. JSON adn XML
5. Message Queues
6. Java Message service
7. IBM WAS/Middleware
8. API
Experience & Qualification:
ITIL Accreditation
Proven experience in Production Support
Proven experience in Service Management / Service Ownership
Proven ability to manage globally distributed, multi-site teams and delegate authority
Demonstrated ability to rapidly build relationships with key stakeholders
Good knowledge of change management, risk management, and disaster recovery
Knowledge & Skills:
Ability to prioritize work to successfully deliver service to agreed levels in a diverse and constantly changing environment
Effectively co-ordinate delivery of services involving elements delivered by other internal/external teams
Strong customer focus
Excellent ENGLISH communication and interpersonal skills with experience in communicating with senior executives
Strong leadership and management ability, motivating IT employees
Proven ability to prioritize competing demands.
Knowledge of Production Support processes and procedures
Strong process implementation and management skills
Demonstrated success in key stakeholder management
Experience of using IT systems and reporting tools
Ability to multi-task efficiently
Ability to work as part of a Global virtual team across multiple regions
Are you interested? Apply in: https://hsbc.avature.net/external