Associate Cyber Security/IT Infrastructure Delivery

Job description

Role Purpose (overall high level summary of the role)

· Perform IAM (Identity and Access Management) Operations tasks – User Account Administration / Profile Administration / Logs Review etc while providing access related assistance to the users.

· To handle acceptable volumes of user requests and complete them in the specified Turn Around Time thereby contributing to PLA with Business Area.

· Adhere to the security and compliance standards and deliver good customer service.

· Ensure positive relationships are built and maintained with all parties ensuring recommendations are made and cascaded across the team.

· Ensure that written responses are accurate, professional, clear and concise

· Acquire a thorough understanding of the process procedures, keep abreast with changes made and provide quality services to the users.

· Be a team player and actively participate in Daily/Weekly/Monthly meets etc.

· Be resourceful, innovative and show initiative while supporting any team projects taken up

· Facilitate prompt resolution of problems/assistance sought as per PLAs.

· Be responsible for ensuring the Service Level Agreements are met.

· Ensure that knowledge and experience are shared with colleagues, providing assistance on referred/technical issues.

Principal Accountabilities

Key activities and decision making areas

Weighting

· Core Business & Service Delivery

· To handle acceptable volume of user requests/calls and completes them in the specified Turn Around Time thereby contributing to PLAs; identify the customer requirements accurately. User requests should be fully analyzed and processed by following the standards, procedures and policies; confidently guide and advise users in a structured manner with full explanation of issues, establish positive relationships and maintain effective liaison with all departments; operate in accordance with agreed procedures, standards and policies; perform as per the set quality standards and procure satisfactory rating in the quality audits performed by Technical/Quality leads; work on feedback and ensure errors are not repeated; contribute to Service Delivery by understanding the PLAs of the process and providing impeccable service to our users; handle change and stay focused under pressure; identify and resolve complex issues on a day-to-day basis escalating if required to the relevant support areas and senior management; co-ordinate with business area for any escalations raised by the user; Assist peers/new joiners and keep information of the latest developments; take up additional tasks/delegations from the line manager;

55%

· Team work

· Interact well with peers, superiors & people from other support areas; actively participate in the Daily/Weekly/Monthly meetings and other team get-togethers; contribute ideas towards enhancing team bonding; support team projects; shadow team mates/line manager when in need by sharing responsibilities; serve as a resource person to the team/line manager; ensure that new joiners are provided with adequate help and contribute towards their learning curve;

25%

· Learning & Development

· Complete all the mandatory courses online as assigned by the line manager; take up additional courses in line with the process/role requirement;

15%

· Audit Adherence

· Should adhere to the compliance/ audit requirements set and communicated by the GSC management; keep the confidentiality of sensitive information of users; ensure breach of confidentiality is immediately bought to the attention of the line manager;

5%

Management of Risk (GHR / FIM requirements)

To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance

Department. The term compliance embraces all relevant laws, rules and codes with which the business has to apply.

To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.

.

Observation of Internal Controls (GHR / FIM requirements)

To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

· The major challenge of the jobholder is to be able to deliver quality customer service, meeting the PLAs agreed upon comfortably.

· The jobholder needs to adapt and cope with the high service demands in a constantly changing environment

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

Guidance and Authority

The Nature of the jobholder's responsibility requires him /her to be resourceful and customer focused. He / she would also be required to be:

· Resourceful, innovative and show initiative.

· Be a team player and support team projects;

· Identifies and resolves complex issues on a day-to-day basis escalating if required to the relevant Support areas and senior management. These can involve global issues affecting the whole of the HSBC Group Networks.

· Be responsible for ensuring the Performance Level Agreements are met.

· Standard ability to understand and complete activities given preset instructions. Small degree of decision making and interpretation, however, regular supervision will be provided.

· Quality review of information input, instructions will be provided.

· Good attention to detail, works efficiently with high quality.

The principle formal instructions relating to the job are the group standards, procedures, policies, audit requirements, Group instruction Manuals and Local procedure manuals. Adhere strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices; report control weaknesses, compliance

Breaches and operational loss events.

The jobholder is responsible to liaise directly with various support areas

Desired profile

Qualifications :

Education / Relevant Experience / Other Qualifications (e.g. Knowledge, Skills, Professional Qualifications required)
(For the role – not the role holder. Minimum requirements of the role)

· 
Bachelor's degree in Computer Science, Management Information Systems, Engineering, related technical field or equivalent experience

· 
Minimum of one year's Information Technology/ Cyber Security/Identity and Access Manegement experience or equivalent

· 
Excellent verbal and written communication skills

· 
Quick learner with an ability to share and transfer knowledge

· 
Ability to build and maintain cordial relationship with users, peers and people at all levels using diplomacy, judgment and interpersonal skills

· 
Flexible to work in a 24x7 environment

· 
Must have the ability to resolve issues in a timely, accurate and thorough manner

· 
Have an organized approach and be highly motivated to work with minimal supervision in a high pressure environment and adhere to tight time-scales

· 
Dedication to meet deadlines and a strong emphasis on customer service

· 
Ability to closely adhere to, and potentially improve existing procedures

· 
Good analytical skills to review, understand and interpret documentation

· 
Good attention to detail, need to work efficiently with high quality

· 
High level of judgment and decision making skills

Enthusiastic for new technologies and changes