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Service Management Engineer, Zing
2 months ago
Transform Your Career with HSBC
Are you looking for a career that will give you plenty of opportunities to develop and grow? Do you want to work for a global bank that offers a wide range of opportunities and support? If so, join HSBC and take your career to the next level.
About the Role
We are currently seeking a high calibre professional to join our team as a Service Management Engineer, Zing. As a Service Management Engineer, you will work closely with the Internal IT, Infrastructure, and tribe DevOps teams to improve the efficiencies and effectiveness in the services delivered across the business.
Key Responsibilities
Incident / Problem Management
- Manage incident tickets, escalations, and stakeholder communications during an incident, primarily to support the Zing production application.
- Manage critical/major incidents in a tier 1 payments service.
- Support DevOps technical input and triage, including log reviews, incident tracing to identify issues, and calling the right support teams when the issue cannot be directly resolved.
- Work with IT teams to identify solutions and support excellent service quality in the non-functional area, with an aim to have first-class resilience, reliability, and stability of the service.
- Conduct and lead post-incident reviews, work with teams to ensure problem records are logged, tracked, and resolved in a timely manner (including root cause analysis & resolution).
- Work with the tribes to coordinate and lead Service Recovery activities where required.
Service Transition & Observability Engineering
- Review/assess monitoring and alerting implementations, with the tribe SMEs, to ensure the operational state of the service is visible at all times.
- Build, review, and improve service level reporting and quality metrics (through incident metrics/reviews).
- Partner with tribe leads/service owners and development teams to ensure that solutions adhere to non-functional standards, ensuring reliability, resilience, and scalability.
- Work with tribes, giving support for build/improvement of end-to-end business flow synthetic monitoring/automated regression tests to allow early visibility of production problems.
- Build ability to understand and evaluate ongoing impacts of releases to ensure no downward trends in reliability and performance.
Service Management Tooling Enhancements
- Build/review/improve service dashboards that show the current status of the whole Marco Polo production environment, and be able to report on recent performance.
- Working with Atlassian Jira Service Management/Opsgenie/StatusPage to enhance and improve ticket handling, alerting automation, and dashboards to provide MI.
Requirements
We are looking for a professional with:
- Proven experience working 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 with across different teams and tribes (product and tech).
- Ability to analyze a high volume of technical data and work in a fast-paced environment.
- Strong problem-solving, analytical, and time management skills.
Why Join HSBC?
We are a global bank with a wide range of opportunities and support. If you want to build a fintech globally, and work with a global bank as a partner, then this is the opportunity for you.
