Infra Enterprise Services/IT Infrastructure Delivery
Internship Pune (Pune)
Job description
Role Purpose : (overall high level summary of the role)
Primary responsibility is to provide support on the Unix technologies, ensuring customer delight as per the defined size, effort and schedule
confirming to quality standards and best practices. Maintain and improve SLA's and ensure compliance to HSBC policies at all times. Actively
participate to achieve organization objectives for efficiency. Perform pro-active analysis on day-to-day work to obtain automation on deliveries
thereby reducing repetitive and standardized tasks/processes.
Principal Accountabilities Key activities and decision making
areas
Typical Targets and Measures
(Weightage in %)
Impact on the Business / Function • Provide the technical support within the agreed
Service Levels
• Meet the delivery standards as per the agreement
that includes quality of deliverables, documentation
• Status communication and timely reporting
• Interact with application teams and other
infrastructure teams
• Work with regions for MIRs and SIPs
• Maintain support records such as incident
resolutions
20
Customers / Stakeholders • Understanding of functional requirements and
translation of business requirements into technical
specifications
• Participate in crisis calls as applicable
• Proactively identify problem situations and resolve
to give maximum customer satisfaction
• Escalation used only where necessary, appropriate
measures are taken to improve and sustain high
quality and prevent recurrence.
30
Leadership & Teamwork • Brainstorm with team leaders and peers on
emerging technology trends, constantly question,
clarify from teams and ensure that critical
technology issues are surfaced and considered
• Act as a buddy to the new joiners and junior
colleagues to help them settle and take up work in
the project
20
Operational Effectiveness & Control • Suggest process enhancement
• Adhere to process reviews by HSM/Group
• Ensure the project documentation is up to date
• Ensure strict adherence HSBC Group Compliance
Policies
30
Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)
• Being global development team structure, ensure the best practices are used to support the diverse customer group. Have thorough
understanding of the environments to provide best service quality. Should have very good hands-on experience in the underlying
infrastructure/platforms. Work closely with the stakeholders to avail/impart all necessary training from time to time to ensure enhanced service
delivery.
Role Context : (Operational Risk / FIM requirements)
HTS – GLT is the off shoring arm of the HSBC Group. It is fully owned subsidiary of the HSBC Group with resources dedicated to the
development of software solutions for the HSBC Group. It has presence in 4 locations spread across the Globe, in Pune and Hyderabad in India,
Guangzhou in China, and Curitiba in Brazil and Kuala Lumpur in Malaysia. There is a possibility of setting up similar structures in other low
cost locations, depending of demand. The business model of HTS - GLT is that of a dedicated captive software arm. It services IT which in turn
services the business needs of the HSBC Group. With over 9400 resources spread across multiple locations, it has a top-down view of the
HSBC Group's Software Footprint. The services it offers are Software Engineering, Engineering Analysis and Design, IT Operations, IT
Security, Business Analysis, Test Execution and Analysis. The HSBC Group has embarked on a strategy of moving to common systems and
processes globally, to further leverage its global reach, and to reduce IT and Operating costs and maximize shareholder return. HTS – GLT has
traditionally been at the heart of development and support of HSBC systems and is now called upon to leverage its engineering talent in the
engineering of new systems, re-engineering of legacy applications and the deployment thereof.
Jobholder is responsible to work along with HTS ITO teams in supporting and maintaining their IT Infrastructure, work on troubleshooting
activities, deliver assigned tasks / projects to satisfy the SLAs and PLAs agreed. The Jobholder would need to possess in-depth technical
understanding and competent problem solving and analytical skills. Needs to train and groom trainees on complex systems. Should be able to
understand and interpret functional and technical requirements. Escalate technical and managerial issues to the management or client supervisor
at the right time. Jobholder is also expected to work in rotational shifts where required to provide agreed support coverage
Management & Leadership of Regulatory, Compliance & Operational Risk : (Operational Risk / FIM requirements)
Demonstrate leadership on Regulatory and Compliance matters. Maintain awareness of operational risk and minimize the likelihood of it
occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of
the Group Operations FIM.
Observation of Internal Controls : (Compliance Policy / FIM requirements)
Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation
of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement Group
Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area
Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimizing
relations with regulators
Role Dimensions (e.g. balance sheet size, lending or expenditure limits, size/volume of transactions, budget etc.)
This role does not have any financial responsibilities (budget/expenditure limits, etc.)
Headcount reporting to this role
(All staff in the dept/section, including direct &
indirect subordinates. Do not include
dotted/functional reportees headcount here.)
Direct: Nil InDirect: Nil
Total: Nil Dotted/functional reportees to
this role, if any: Nil
Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)
• 30 to 60 Months of experience in UNIX Infrastructure.
• Administration and troubleshooting skills of UNIX Operating System (AIX/Solaris/Linux)
• Knowledge of Veritas Volume Manager, Veritas Cluster Server and Veritas Netbackup Client.
• Troubleshooting of Veritas Volume Manager, Veritas Cluster Server and Veritas Netbackup Client.
• Understanding of Network OSI Model, TCP/IP and Routing.
• Good knowledge of RAID Levels such as RAID-0, RAID-1, RAID-1+0, RAID-5.
• Configuring EMC/Hitachi LUNs on UNIX (AIX/Solaris/Linux) servers.
• Understating of LVM/SVM
• Understanding of multipath concept and its implementation as well.
• Ability to develop UNIX Shell Script.
• Worked in an infrastructure critical environment and understands how technology adds value to the business and ultimately the end customer.
• Communication and interpersonal skills.
• Effective time management
• Should possess industry standard certifications for UNIX domain.
• Should be well versed with ITIL concepts and more specific understanding of Service operations activities.
• Worked in an infrastructure critical environment and understands how technology adds value to the business and ultimately the end customer.
• Ability to work effectively as a team player.
• Working across cultures.
Hour of work / Shifts
• 9 hour shifts with 30 minute lunch / dinner break
• This role involves working in a rotating shift pattern
• Shift timings are as below (might change in future depending on business need)
o Morning Shift : 06:30am-15:30pm IST
o Evening Shift : 13:30pm-22:30pm IST
o Night Shift : 22:00pm-07:00am IST
• Support is required 24 hrs x 7 days in week x 365 days from office or on-call depending on business needs.
• Resource will get compensatory off for holiday as per HR guidelines
Required to work on weekends also. Resource will get compensatory off for as per HR guidelines.
Desired profile
Qualifications :
NA