Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)
Being global support 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 (The environment and operating conditions of the role including the extent of guidance and authority)
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 Lampur 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 it's 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 & 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 & 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 optimising relations with regulators
Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD'000 )
· 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.)
Dotted/functional reportees to this role, if any (state title of the job) :
Ideal candidate profile
Knowledge & Experience / Qualifications ( For the role – not the role holder. Minimum requirements of the role.)
· Should have a minimum of 4 years IT experience out of which a minimum of 2 years relevant experience in the following monitoring tools:
· Experience of working on End User Monitoring tooling.
· Should have worked on installation, troubleshooting and administration of above products on UNIX based hosts.
· Shell scripting and UNIX OS knowledge is advantageous.
· Knowledge and experience working on Java and understanding of API based architecture is advantageous.
· ITIL trained or certified (Foundation knowledge or experience)
· Adaptable and quick learner an advantage
Hour of work / Shifts
· 9 hour shifts with 1 hour lunch / dinner break.
· Shift timings are as below :
Morning Shift: 0600 IST to 1500 IST
Evening Shift: 14:00 IST to 23:00 IST
Night Shift: 2200 IST to 0700 IST
A. Secondary School B. University (BE) or (BTech) C. Post Graduate (Masters)
A. Two years or less B. Two to five years C. Five to ten years D. Over ten years