Trade Floor Analyst

HSBC Holdings plc; Dubai; Hybride; AED 180 000 - 300 000; Plein temps

Avantages offerts par ce poste

Flexible and alternative hours

Work from home subject to approvals

Résumé du poste

HSBC Holdings plc in Dubai is seeking a proactive Service Management Analyst to monitor live services, incidents and requests, and coordinate with technology teams and front office stakeholders.

You will strengthen service stability, improve user experience, and support ongoing improvement of critical trading services while gaining hands-on experience in incident management, service operations, and technical support in a fast-moving environment.

Qualifications

• Experience in service management, production support, IT operations or a related field.
• Strong analytical, troubleshooting, prioritisation and coordination skills.
• Excellent communication and stakeholder engagement abilities.

Responsabilités

• Manage technology services supporting HSBC's trading-floor environment.
• Monitor live services, platforms and infrastructure and respond to alerts.
• Log, prioritise and resolve incidents and service requests; escalate as needed.
• Coordinate with technology teams and front office stakeholders to restore services.
• Provide timely updates on incident progress and resolution expectations.
• Support major-incident coordination and service-restoration activities.
• Maintain accurate service records and documentation.
• Identify recurring issues and opportunities for improvement.
• Contribute to service reviews, problem management and service-improvement initiatives.
• Apply service-management processes consistently across teams and locations.
• Build relationships with technology teams and front office users.

Connaissances

Service management

Incident management

IT operations

Stakeholder communication

Troubleshooting

Prioritisation

Coordination

Formation

Bachelor's degree

Outils

Ticketing tools

Monitoring tools

Description du poste

Some careers grow faster than others.

If you’re looking for an opportunity to develop your career in service management, take the next step in fulfilling your potential right here at HSBC.

We’re looking for a proactive and enthusiastic Service Management Analyst to join our Middle East, North Africa and Türkiye team. You’ll help maintain reliable, high-quality technology services for HSBC’s trading-floor environment by monitoring live services, managing incidents and requests, and working closely with technology teams and front office stakeholders.

This role will help strengthen service stability, improve the user experience and support the continuous improvement of critical trading services. You’ll gain practical experience across incident management, service operations, stakeholder communication and technology support in a fast-moving, business-critical environment.

Duties & Responsibilities

• Manage technology services supporting HSBC’s trading-floor environment.
• Monitor live services, platforms and infrastructure, responding to alerts and service-impacting issues.
• Log, prioritise and resolve incidents and service requests, escalating issues when required.
• Coordinate with technology teams and front office stakeholders to restore services quickly.
• Provide clear, timely updates on incident progress and expected resolution.
• Support major-incident coordination and service-restoration activities.
• Complete operational checks and maintain accurate service records and documentation.
• Identify recurring issues, service risks and opportunities for improvement.
• Support service reviews, problem management and service-improvement initiatives.
• Apply service-management processes consistently across teams and locations.
• Build effective relationships with technology teams and front office users.
• Share knowledge and contribute to team development.
• Complete the assigned information technology training programme.
• Manage operational risks, including identification, assessment, mitigation, controls, loss identification and reporting.

Experience & Qualifications

• A graduation degree is essential for obtaining a UAE visa and work permit. Overseas qualifications must have current attestations and equivalency, where required.
• Experience in service management, production support, IT operations, incident management or a related field.
• Understanding of incident, request, problem, change and escalation management.
• Experience supporting business-critical applications or services.
• Strong analytical, troubleshooting, prioritisation and coordination skills.
• Excellent communication skills and confidence engaging with technical and business stakeholders.
• A structured, customer-focused approach to service ownership.
• Ability to work effectively under pressure in a time-sensitive environment.
• Experience with service-management, monitoring or ticketing tools is desirable.
• Understanding of network, application and infrastructure concepts is advantageous.
• Flexibility to participate in a shift rota, including Sundays from 8:00am to 8:00pm Dubai time, and to extend working hours when business needs require.

We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.

HSBC is 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. 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 The Hong Kong and Shanghai Banking Corporation Limited