High Performance IT Service Delivery Expert

1 month ago


Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time
Unlock a High-Growth Career in Fintech

A highly competitive salary of £70,000 - £90,000 per annum awaits an exceptional candidate to join our dynamic team as a Service Management Engineer at HSBC's cutting-edge fintech, Zing.

Zing is revolutionizing international money transfers, making it worry-free for anyone who sends, spends, or converts currencies. As a leading brand under the HSBC Group, we leverage the benefits of being a global bank while maintaining agility as a fintech.

Key Responsibilities:
  • Collaborate with Internal IT, Infrastructure, and DevOps teams to enhance service efficiencies and effectiveness.
  • Manage incident tickets, escalations, and stakeholder communications during critical incidents.
  • Support DevOps technical input, including log reviews, incident tracing, and resolving complex issues.
  • Work with IT teams to identify solutions and ensure excellent service quality in non-functional areas.
  • Conduct post-incident reviews, ensuring problem records are logged, tracked, and resolved timely.
Service Transition & Observability Engineering:
  • Review monitoring and alerting implementations to ensure operational visibility.
  • Build and improve service level reporting and quality metrics through incident metrics and reviews.
  • Partner with tribe leads and development teams to adhere to non-functional standards.
  • Develop end-to-end business flow synthetic monitoring and automated regression tests.
Service Management Tooling Enhancements:
  • Enhance and improve ticket handling, alerting automation, and dashboards using Atlassian Jira Service Management/Opsgenie/StatusPage.
Requirements:
  • Proven experience in IT service management or a similar role.
  • Strong knowledge of IT service management software (Atlassian Jira Service Management/Opsgenie/StatusPage).
  • Excellent communication skills and ability to collaborate across different teams and tribes.
  • Ability to analyze high-volume technical data and work in a fast-paced environment.


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