Production Support Manager

1 month ago

Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time

Unlock Your Potential in a Dynamic Role

HSBC is seeking a highly skilled Production Support Manager to join our team in a challenging and rewarding role. As a key member of our Platform Product Delivery Team, you will be responsible for providing dedicated support to our business functions and clients in response to Production Issues, Change Requests, and Regulatory requirements.

Key Responsibilities:

  • Provide first-line to third-line Multifonds production support for our Asia business
  • Work closely with IT FLS Team providing support outside working hours as necessary and on a rota system at night
  • Manage, resolve, and investigate production system issues and follow through the cases from identification to resolution
  • Be accountable for defect/query tickets raised with the Platform Vendor, including escalation, follow-up, testing, and release to the platform
  • Responsible for the triage of production support tickets as raised and prioritizing of critical tickets
  • Plan and execute internal testing for production issues raised
  • Support internal testing for production fixes or feature enablement as part of any platform upgrade
  • Assist in any user acceptance test and execute system deployments
  • Gather and analyze system requirements from various user departments and translate into business or technical specifications
  • Provide phone or remote support in non-office hours when required
  • Able to synthesize large amounts of information and a curiosity to ask appropriate questions to fully develop business and functional requirements as necessary
  • Documentation of platform release requirements, preparation/execution of test scripts and scenarios against user requirements
  • Expected to take a full and active role in meetings & workshops to provide input into technical discussions
  • Collaborate with business partners, technology groups, suppliers & customers to manage and provide updates
  • Collaborate with our clients and internal teams to ensure that changes being delivered meet the product roadmap plan and are designed to support all clients rather than bespoke builds
  • Built effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same
  • Continually develop own subject matter expertise in Business Functions, Products, Systems & Processes
  • Ensure compliance with all relevant internal instructions (FIMs, GSMs, circulars), internal control standards and external regulatory requirements, including the management of operational risk and adherence to the Group's standards of ethical behaviour
  • Challenge best practice & behaviour
  • Support for transformation of key business processes will also be important in the role

Requirements:

  • A minimum of 3 years' experience in a financial services environment and first-line application support
  • Strong Multi-fonds platform technical experience essential
  • Detailed knowledge of Fund Administration lifecycle
  • Experience should ideally cover all instrument types including equities, bonds, unit trusts, ETDs, OTCs and FX and client types including Insurance and Asset Managers
  • Experience in understanding different regions FA Requirements is useful
  • Experienced business analyst skills including requirements gathering, workflow definition, data analysis, process definition and procedures documentation
  • Experience in dealing with end users and system vendors, problem-solving and troubleshooting production issues for system is preferable
  • Experience in using bug or issues tracking systems
  • Experience and understanding of a complex Operations environment
  • Understanding of Value Stream/product ownership model
  • Able to demonstrate ability to build relationships and networks across the business
  • Strong business requirements management and testing experience
  • Proven ability to prioritise competing demands
  • Strong analytic and decision-making abilities
  • Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences
  • Must be a team player

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