Lead Production Support Specialist

HSBC; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

HSBC Global Services (Canada) Limited (HGCA) in Toronto is seeking a Lead Production Support Specialist to restore disrupted services and coordinate incident recovery across mainframe and integrated platforms. You will drive investigations, deliver timely updates, and contribute to post-incident reviews while developing runbooks and knowledge articles.

The role requires strong incident management, ITIL-aligned processes, and experience with monitoring tools.

Qualifications

• Must have production support and incident recovery leadership.
• Strong knowledge of ITIL processes and change management.
• Experience with mainframe technologies including CICS, DB2, COBOL, MQ, TWS, SPUFI.
• Familiarity with monitoring/observability tools such as AppDynamics, Splunk, and Geneos.
• Ability to work with global virtual teams and communicate clearly.

Responsibilities

• Respond to user and service queries, including regulatory requirements, and provide timely guidance.
• Act as service recovery manager for incidents, coordinating resolver groups to restore service quickly.
• Investigate incidents end-to-end, identify root symptoms, and drive actions to stabilise services.
• Escalate critical incidents appropriately and provide regular updates on impact and recovery plans.
• Resolve system failures and maintain service stability across mainframe and integrated platforms.
• Lead or contribute to post-incident reviews, capturing learnings and follow-up actions.
• Develop and maintain knowledge articles, runbooks, and operational documentation.
• Identify recurring issues and propose improvements to reduce incident volume.
• Collaborate with global teams to share knowledge and standardise practices.
• Participate in change review activities to ensure compliance with HSBC policies.
• Raise concerns and potential risks to managers and address them before implementation.
• Support change activities such as DR tests, patching, and evergreening.
• Plan and execute changes with minimal service impact in coordination with stakeholders.
• Work flexibly in a fast-changing environment and balance multiple priorities.

Skills

Incident recovery

Production support

Mainframe knowledge

ITIL

English communication

Change management

Disaster recovery

AppDynamics

Splunk

Geneos

Tools

AppDynamics

Splunk

Geneos

Job description

In Canada, HSBC Global Services (Canada) Limited (HGCA) is a wholly owned subsidiary of HSBC Global Services Limited.Operating in Toronto, HGCA is part of a global service company, delivering services to support the operating entities of HSBC Group.We have different capabilities that provide tools and processes to facilitate the functions, business, and entities with their service management responsibilities.

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth and perspectives to open new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas, and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities, and the planet we all share.

GPS Technology delivers payment solutions for HSBC’s corporate clients. Within this, the Client Connectivity team provides reliable, high-quality services that enable clients to connect to HSBC as their banking partner. This role exists to restore disrupted services quickly and safely, lead and coordinate incident recovery across multiple parties, and provide clear stakeholder communications, with appropriate escalation and adherence to HSBC controls and change governance.

As our Lead Production Support Specialist, you will:

• Respond to user and service queries, including those linked to regulatory requirements, and provide timely guidance
• Act as service recovery manager for incidents, coordinating resolver groups to restore service as quickly as possible
• Investigate incidents end-to-end, identify root symptoms, and drive actions to stabilise services
• Escalate critical incidents appropriately and provide regular updates on impact, recovery progress, and recovery plans
• Resolve system failures and maintain service stability across mainframe and integrated platforms
• Lead or contribute to post-incident reviews, capturing learnings and agreed follow-up actions
• Develop and maintain knowledge articles, runbooks, and operational documentation to improve team capability
• Identify recurring issues and propose improvements to reduce incident volume and shorten resolution times
• Collaborate with global teams to share knowledge and standardise support practices across regions
• Participate in change review activities to ensure compliance with HSBC policies, procedures, and control requirements
• Raise concerns and potential/actual risks to managers, ensuring issues are addressed before implementation
• Support change activities such as role swaps, disaster recovery tests, patching, and evergreening
• Work with stakeholders to plan and execute changes with minimal service impact
• Work flexibly in a fast-changing environment, balancing multiple priorities and stakeholder needs
• Provide support outside standard office hours, including holidays and weekends , when required
• Follow alternative schedules as requested (e.g., start between 09:00–12:00 and finish between 17:00–20:00)
• Partner effectively with global virtual teams across multiple regions, building strong cross-boundary relationships

You´ll likely have the following qualifications to succeed in this role:

• Proven experience in production support and service management, with strong incident recovery leadership
• Proven hands-on experience in application development and/or production support
• Strong knowledge of IT infrastructure and service operations in a controlled environment
• Good mainframe knowledge, including CICS, DB2, COBOL, MQ, TWS, and SPUFI
• Familiarity with incident, problem, change, and release management processes, including disaster recovery concepts
• Excellent problem-solving and negotiation skills, with clear escalation judgement for critical incidents
• Strong English communication skills and the ability to work effectively with global virtual teams
• Ability to multi-task, stay self-motivated, and adapt quickly to changing priorities
• Understanding of AI tooling such as Copilot and Claude (or equivalent)
• Experience in Corporate Banking, with Payments domain exposure preferred
• Experience with monitoring/observability tools such as AppDynamics, Splunk, and Geneos
• Knowledge of network concepts and dependencies in distributed environments
• ITIL accreditation

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in Canada. Applicants must be legally authorized to work in Canada as HSBC will not engage in immigration sponsorship for this position.

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.

The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle.