Global Head of Client Services Production Engineering & Infrastructure

HSBC; Sheffield; On-site; GBP 80,000 - 100,000; Full time

Job summary

A multinational bank located in Sheffield seeks a Global Head of Production Engineering & Infrastructure. This pivotal role involves enhancing production stability and service resiliency through effective governance and risk management. You will lead global teams, manage stakeholder communications during critical incidents, and drive automation for improved operational efficiency. The ideal candidate has extensive technology management experience and a deep understanding of transaction banking. This position offers an opportunity to shape a dynamic production environment.

Qualifications

• Significant experience in technology management and strong decision-making skills.
• Proven experience in production support, preferably in corporate banking.
• Ability to coordinate teams during high-pressure incidents.

Responsibilities

• Maintain production stability and service resiliency for uninterrupted business processes.
• Oversee global production engineering teams and deliver high-quality services.
• Drive improvements in incident management and capacity management.

Skills

Technology management

Incident and problem management

Production Support & Service Management

Communication skills

Problem-solving abilities

Agile methodologies

DevOps principles

Cloud infrastructure knowledge

Tools

Jenkins

Docker

Kubernetes

Google Cloud Platform

Job description

Our vision across Corporate and Institutional Banking (CIB) and HBEU Technology is to deliver best in class client and colleague experience through engineering excellence and simplification. We build innovative, scalable, resilient, and secure cutting-edge technology, providing our clients with access to high quality data and services, through a consistent experience across location, market, or device. We are client-centred organisation, championing outstanding service and enhancing client advocacy.

As the Global Head of Production Engineering & Infrastructure within Corporate and Institutional Banking's Client Services Technology, the role involves providing robust governance and control over the Client Services Production estate daily. Ensuring production system stability is vital for seamless, reliable services, which minimises disruptions and maintains customer trust. This stability underpins efficient operations, regulatory compliance, and risk management, enabling HSBC to consistently deliver high-quality services globally. The individual in this position is responsible for maintaining Production Stability and Service Resiliency, ensuring uninterrupted business processes for both internal business lines and external clients.

You will oversee the global production engineering teams and ensure the delivery of high-quality services. Your primary responsibilities will include, but are not limited to, the following:

• Maintain Production Stability and Service Resiliency for uninterrupted business processes, ensuring seamless, reliable transactions and maintaining customer trust.
• Provide robust governance and control over the Client Services Production estate on a daily basis.
• Manage key stakeholders, including senior executives, during incidents under high pressure.
• Improve controls, eliminate vulnerabilities and uplift service resilience, aligned with Future State Architecture, and identify strategies with Sub Value Stream (SVS) to prioritize resilience and technical debt alongside the development of new features.
• Drive improvements in incident management, monitoring, observability, and capacity management.
• Lead cultural and mindset shifts within the production engineering team, transforming and upskilling them by adopting Site Reliability Engineering (SRE) principles with a focus on engineering capability.
• Implement and manage a 24x7 follow-the-sun operating model to support the Client Services Business.
• Drive reduction of toil and optimise processes through automation to enhance operational efficiency.
• Drive strategic programme across the production engineering organization.
• Lead by example with high technical competency.
• Maintain partnerships with key stakeholders, including Client Services Business, Operations, Risk, Transformation, Infrastructure Group, and relevant technologies teams.

Ideal Candidate Must Be Able To:

• Work flexible hours to support major incidents and interact with Global teams.
• Extend support during non-office hours and holidays.
• Be adaptable in an environment of constantly changing priorities.

Required Experience and Skills:

• Significant experience in Technology management/leadership roles, demonstrating strong people skills, including decision-making, influencing, management, and communication, with a strong capacity to quickly adapt and respond to change.
• Proven experience in Production Support & Service Management, preferably within the Corporate Banking domain.
• Ability to lead and coordinate teams and efforts during high-pressure situations.
• Expertise in incident and problem management, ensuring swift resolution and minimal disruption.
• Proven ability to drive best practices and enhance existing controls to deliver high-quality metrics and analysis, increasing production stability and resiliency, while seeking opportunities to automate manual processes.
• Deep understanding of transaction banking business.
• Excellent verbal and written communication skills to deliver clear, precise, and consistent information to the diverse stakeholders including senior executives.
• Strong problem-solving abilities and attention to detail, coupled with the ability to understand and succinctly explain complex information, and a customer-oriented quality mindset.
• Experience in managing a globally distributed technology organisation.
• Familiarity with Agile, DevOps, SRE, Value Streams.
• Knowledge of platform and systems architecture, including modular monoliths, SOA/micro-services, and enabling tools and technologies (Spring Cloud, Docker, OpenShift, Kubernetes, Cloud Foundry, etc.).
• Knowledge of Client Lifecycle Management architecture in global financial institutions, understanding of messaging technologies and caches, and database technologies.
• Knowledge of CI/CD technologies, principles, and practices of Continuous Integration, Delivery, and Deployment (Jenkins, Bamboo, Circle CI or equivalent).
• Knowledge of distributed system design, including microservices and Springboot.
• Knowledge of cloud infrastructure/services, particularly Google Cloud Platform.

This role is based in Sheffield.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

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