ITSM Incident Manager

Job description

Experience: 10+ years relevant Client: Global Banking MNC Location: Pune/Hyderabad Notice Period: Immediate - 30days only Note: Please refrain from applying if your Notice period is not what is expected. JD for ITSM Service Management Principal responsibilities • This role will support the CIB Tech Service Quality Manager and the Control Owner for CIB Tech to drive the various service quality disciplines across the Commercial Banking element of HSBC. This will involve providing governance over Incident, Problem, Change and Capacity Management from helping implement the new frameworks in some of these areas through to running the operational governance processes / meetings in others. • The resource should have hands on knowledge and an ability to support an ongoing incident communication and should be able to provide co-ordination assistance for the incident resolution. • The role requires an incumbent to support the UK working hours till UK end of the day i.e. till 8.00 pm and the incumbent should be flexible enough to provide on call support for incident management over the weekend. • Build appropriate tooling / MI enhancements to provide business and IT with key information which can be used to drive quality, cost and productivity actions. • Design and Implement the Management Information Dashboards for better information and governance around the Performance and Controls Indicators • Drive down outstanding problems with Change Management practice, perform pro-active problem management, report on service quality and identify opportunities for improving Service Resilience. • Reduce the volume of Capacity/Change related Production Incidents in order to provide better levels of service to our business. • Design, develop and implement various dashboards using Service Now as the HSBC Group recognized Service Management tool. • Work closely with support, development and IT Change Management and Service Quality Management teams to ensure the documentation quality objectives are agreed and met at CIB Tech level. • Engage with service line level Service Quality teams (both Global and Regional teams) to ensure a standard approach and adherence to group and commercial banking policy. • Communicate effectively to all levels within the organization. Own quality improvement projects and drive to completion • Pro-actively review services and identify preventative measures to reduce risk profile. • Drive improvements in operational processes within own direct remit as well as production support and development teams by delivering enhanced MI, tooling and processes & driving down incident volumes, outstanding problems, manual change activity. • Own Incident, Problem, Change and Capacity governance from a functional perspective and ensure the on-boarding of new services, projects into production support teams is well planned/managed & performed in a standard way. • The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators. • The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term compliance embraces all relevant financial services laws, rules and codes with which the business has to comply. • This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations