Major Incident Resolution Specialist

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time
{"title": "Major Incident Manager", "description": "Unlock New Opportunities with HSBC

Are you looking for a career that will take you to new heights? Join HSBC and experience the possibilities. Whether you want a career that will unlock new opportunities or simply take you in an exciting new direction, HSBC offers a supportive environment, opportunities for growth, and rewards that will take you further.

About the Role

The Major Incident Manager will play a pivotal role in our Digital Business Services team, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. As a key member of our team, you will be responsible for triaging and prioritizing incidents, facilitating service recovery, and collaborating with colleagues across the group to generate active discussions and achieve suitable solutions.

Key Responsibilities
  • Triage and prioritize incidents to ensure timely resolution
  • Facilitate service recovery and collaborate with stakeholders to achieve successful outcomes
  • Engage with colleagues across the group to generate active discussions and achieve suitable solutions
  • Ensure incident lifecycle data is accurate, complete, consistent, and available for analysis
  • Make considered decisions with factual and coherent recommendations, benefits, and implications
  • Steer and guide the team to deliver change activity and provide regular updates to stakeholders
  • Demonstrate outstanding customer advocacy and ensure seamless service from incident escalation through to resolution and root cause identification
Requirements
  • Experience of incident management in a multinational company with strong ability to navigate through the incident management lifecycle
  • Excellent written and verbal communication skills with the ability to translate technical details into language that can be understood by a wide range of interested parties
  • Experience of engaging with colleagues across the group, including senior peer managers, to generate active discussions and achieve suitable solutions
  • Ensure incident lifecycle data is accurate, complete, consistent, and available for analysis
  • Experience of making considered decisions with factual and coherent recommendations, benefits, and implications
  • Engage confidently and clearly with colleagues and executives throughout the incident lifecycle
  • Experience of implementing globally consistent incident management processes
  • Steer and guide the team to deliver change activity and provide regular updates to stakeholders
  • Demonstrate outstanding customer advocacy and ensure seamless service from incident escalation through to resolution and root cause identification
About HSBC

HSBC is committed to building a culture where all employees are valued, respected, and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

", "lang_code": "en"}

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