MIM Command Centre Manager

Job description

**S****ome careers shine brighter than others.** If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of **Major Incident Management Command Centre Manager** The Manager in the Group Incident Command Centre (GICC) supports the bank’s operational resilience by coordinating and driving effective response to incidents with regional and, at times, global impact. This role sits at the centre of command, control, and communication processes—ensuring timely triage, escalation, stakeholder alignment, and disciplined execution through to resolution. The Manager is expected to be highly proactive, operate confidently across a matrix organisation, and “get things done” by removing blockers and driving outcomes at pace. **In this role, you will:** - Coordinate and support major incident response activities, ensuring rapid assessment, escalation, and resolution in line with Group policy and agreed playbooks. - Support the 24/7 operation of the Command Centre through real-time monitoring, incident tracking, and operational communications (including handovers in a follow-the-sun model). Proactively identify emerging risks, trends, and early warning signals from operational intelligence; escalate with clear options and recommended actions. - Work across a matrix of response functions (Technology, Cyber Security, Real Estate Service, Protective Security, Business Continuity, etc.) to drive readiness and effective execution during high-impact events. Monitor preventive and detective controls related to incident management; identify control gaps, raise issues, and drive actions to closure with accountable owners. - Maintain and continuously improve Command Centre playbooks, escalation protocols, contact trees, and decision frameworks—keeping them current and usable under pressure. - Support innovation in incident management, including adoption of automation/AI-enabled tooling to improve situational awareness, response speed, and post-event learning. Run and document post-incident reviews (PIRs), ensuring actions are clearly owned, timebound, and tracked through to completion. - Produce clear, timely incident updates and management information for senior stakeholders; contribute to executive/regulatory briefings as required. Continuous Monitoring: Proactively identify and resolve potential problems by monitoring live performance metrics. - Best Practices: Embed and improve best practices, policies, and procedures across teams to strengthen consistency and resilience. KPI Management: Support the establishment, tracking, and continuous improvement of KPIs measuring customer, company, and colleague outcomes. - Reporting: Produce, analyse, and present operational reporting on incident metrics, trends, and PIR insights to stakeholders at multiple levels. Build strong working relationships across business, technology, risk, and compliance to ensure coordinated incident response and recovery. **To be successful you will:** - Highly proactive, organised, and outcomes-focused; strong follow-through and ability to drive closure across multiple owners. - Proven ability to operate effectively under pressure, with clear stakeholder communication (including senior stakeholders). - Strong experience working across a matrix organisation, coordinating multiple teams with competing priorities. - Analytical thinker with a proactive and resilient mindset. - Demonstrated experience in incident management, crisis response, or operational resilience within a large financial institution or similarly complex enterprise. - Strong knowledge of infrastructure, cyber, and business operations risk domains. - Experience supporting preventive control frameworks linked to incident management. - Proficiency with real-time monitoring, incident tracking, and reporting tools; exposure to AI/ML concepts, data analytics, or automation is preferred. **You’ll achieve more at HSBC** **www.hsbc.com/careers** HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.” Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. **\\*\\*\\*Issued By HSBC Electronic Data Processing (India) Private LTD\\*\\*\\***