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Service Operations Engineer, Zing
2 months ago
Elevate your career with us.
At HSBC, we are committed to fostering a career that provides ample opportunities for personal and professional growth. Whether you aspire to reach the pinnacle of your career or explore new avenues, HSBC offers a wealth of opportunities, support, and rewards to help you progress.
We are on the lookout for a talented professional to join our team as a Service Management Engineer, Zing.
Key Responsibilities
The Opportunity:
Zing is an innovative fintech initiative designed to simplify international money transactions for anyone involved in sending, spending, or converting foreign currencies. Developed within the HSBC Group, Zing operates independently, allowing us to function as a nimble fintech while benefiting from the extensive resources of one of the world's leading international banks.
Recently launched in the UK, Zing has ambitious plans for rapid expansion both domestically and internationally. For further information about Zing, please visit our website.
As we grow our team, we seek a Service Management Engineer to collaborate closely with Internal IT, Infrastructure, and tribe DevOps teams to enhance the efficiency and effectiveness of the services provided across the organization. This role is ideal for individuals who thrive in dynamic environments and are eager to make a significant global impact.
Your Role:
Incident / Problem Management
- Manage incident tickets, escalations, and communication with stakeholders during incidents, primarily supporting the Zing production application.
- Demonstrate proficient management of critical and major incidents within a tier 1 payments service.
- Provide technical support for DevOps, including log reviews and incident tracing to identify issues, and engage appropriate support teams when necessary.
- Collaborate with IT teams to identify solutions that ensure exceptional service quality, focusing on resilience, reliability, and stability.
- Conduct and lead post-incident reviews, ensuring problem records are logged, tracked, and resolved promptly, including root cause analysis.
- Coordinate and lead Service Recovery activities with tribes as needed.
Service Transition & Observability Engineering
- Assess monitoring and alerting implementations with tribe SMEs to ensure operational visibility of the service.
- Develop and enhance service level reporting and quality metrics through incident metrics and reviews.
- Partner with tribe leads and service owners to ensure solutions meet non-functional standards, focusing on reliability, resilience, and scalability.
- Support tribes in building and improving end-to-end business flow synthetic monitoring and automated regression tests for early detection of production issues.
- Develop capabilities to evaluate the ongoing impacts of releases to maintain reliability and performance.
Service Management Tooling Enhancements
- Create and enhance service dashboards that reflect the current status of the Marco Polo production environment and report on recent performance.
- Collaborate with Atlassian Jira Service Management, Opsgenie, and StatusPage to improve ticket handling, alerting automation, and dashboards for management information.
What You Will Need:
- Proven experience in IT service management or a related role.
- Strong familiarity with IT service management software, including Atlassian Jira Service Management, Opsgenie, and StatusPage.
- Excellent communication skills and the ability to collaborate across diverse teams and tribes.
- Capacity to analyze substantial volumes of technical data and operate effectively in a fast-paced environment.
- Strong problem-solving, analytical, and time management abilities.
Why Choose Zing?
- Join us at the beginning of our journey; if you aspire to build a global fintech and collaborate with a leading international bank, this opportunity is for you.
