Description
We are currently seeking an experienced professional to join our team in the role of Consultant Specialist.
Principal Responsibilities
- Incident Resolution and Management:
+ Mobilize and facilitate service recovery of Major Incidents through technical and business calls. + Communicate impact and recovery progress to stakeholders through agreed communication procedures and platforms. + Troubleshoot and resolve incidents efficiently to minimize service disruption. + Capture detailed records of incident recovery activities, decisions, and timelines.
- Problem Management Support:
+ Support the Problem Management incident review processes to identify root causes and implement corrective actions. + Collaborate with cross-functional teams to ensure effective resolution of recurring incidents.
- Compliance and Standards:
+ Ensure compliance with all relevant controls and standards, including the Service Management Standard. + Maintain high data quality in Service Management systems of record.
- Service Resilience and Sustainability:
+ Ensure service resilience, service sustainability, and recovery time objectives are met for all software solutions delivered. + Implement automation solutions to enhance incident response and resolution processes.
- Continuous Learning and Expertise:
+ Keep up-to-date with current tools, technologies, and areas such as cybersecurity and regulations pertaining to data privacy, consent, and data residency. + Share knowledge and best practices with team members to foster a culture of continuous improvement.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Proven experience in incident and problem management within an IT support environment.
- Strong understanding of IT Service Management (ITSM) frameworks and best practices.
- Familiarity with automation tools and techniques to improve operational efficiency.
- Technical competency in the following technologies:
+ AWS (Amazon Web Services) + Linux operating systems + Java programming language + MongoDB database management + Kubernetes for container orchestration (IKP) + Kafka for stream processing + CI/CD pipeline orchestration (Jenkins, DevX etc.) + App Dynamics / Splunk for observability, Open Telemetry is a plus
- Excellent communication and interpersonal skills to effectively engage with stakeholders.
- Ability to work under pressure and manage multiple priorities in a fast-paced environment.
- Previous experience in HSBC are a plus.