Major Incident Manager Barnsley, Yorkshire and the Humber, England
Job description
Big Bank Funding. FinTech Thinking.
Our technology teams in the UK work closely with HSBC’s global businesses to help design and build digital services that allow our millions of customers around the world, to bank quickly, simply and securely. We also run and manage our IT infrastructure, data centres and core banking systems that power the world’s leading international bank.
Our multi-disciplined teams include: DevOps engineers, IT architects, front and back end developers, infrastructure specialists, cyber experts, as well as project and programme managers.
Role Purpose
The role holder will adhere to the Group Major Incident Management processes & procedures to efficiently manage and communicate the recovery of IT services and high-level business and/or colleague impact. Capturing accurate incident lifecycle milestones & driving improvement of recovery times. The role holder will lead service recovery of incidents of Medium, High and Critical threat levels, facilitating both technical and business calls with key teams and stakeholders. Build and maintain effective working relationships with IT colleagues and business partners.
Following an incident and once service has been restored, the role holder is responsible for ensuring that all known root cause details are documented and appropriately communicated via Post Incident Reviews in conjunction with Problem Management to enable tracking of actions and prevent a recurrence of the incident. For all incidents where service outage is experienced, the role holder is responsible for ensuring that a Problem Record is raised to the appropriate team for further analysis.
Responsibilities
- Triage / Prioritise incidents
- Facilitate Service Recovery
- Facilitate Business Engagement
- Issue Major Incident Notification (MINs)
- Contribute to Incident / Major Incident Reviews
- Execute the Incident Management Practice
- Participate in the Management Escalation Call (MEC) process
Experience of engaging with colleagues across the group including senior peer managers to generate active discussions to achieve suitable solutions to problems that meet both the Bank’s and their customers’ business requirements.
Ensure incident lifecycle data is accurate, complete, consistent and available to enable analysis for proactive service problem prevention & ongoing continual service improvement.
Experience of making considered decisions with factual & coherent recommendations, benefits & implications.
Engages confidently and clearly with colleagues and executives throughout the incident lifecycle
Experience of Implementing globally consistent incident management processes.
Steers & guides the team to deliver change activity, provides regular updates to stakeholders including progress, risks & issues.
Demonstrate outstanding customer advocacy & ensure seamless service from incident escalation through to resolution and root cause identification.
Experience of providing proposals to improve the process, increase efficiency and interactions with customers throughout the incident lifecycle.
Come Power a Business that Defines How to Power the World
HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you
