HSBC Looking for Manager – IT L1 Application support GSC’s at Chennai, Tamil Nadu

HSBC; Chennai; On-site; INR 6,00,000 - 12,00,000; Full time

Job summary

Join a forward-thinking company as a Manager in IT L1 Application Support, where you'll deliver exceptional technical support to enhance customer satisfaction. This role involves overseeing the maintenance of critical payment applications, ensuring compliance with high-quality standards, and working collaboratively with diverse teams. You'll have the autonomy to make decisions that impact service delivery while managing risks and adhering to operational procedures. If you thrive in a dynamic environment and are eager to contribute to organizational success, this opportunity is perfect for you.

Benefits

Flexible working hours

Continuous professional development

Inclusive and diverse environment

Opportunities for growth

Qualifications

• Bachelor's degree or equivalent experience in IT Infrastructure Delivery required.
• Strong knowledge of Incident, Problem, and Change Management standards.

Responsibilities

• Deliver technical support for CTO, ensuring compliance with HSBC policies.
• Monitor technical systems for stability and performance.

Skills

Technical Support

Incident Management

Problem Management

Change Management

Communication Skills

Teamwork

Project Management

ITIL Knowledge

Education

Bachelor’s Degree in IT Infrastructure Delivery

Tools

Operating Systems (Windows)

Payment Application Architecture

Job description

Job description

Business: ITID End User Services, Operations, Level-1 application support

Open positions: 1

Role Title: Manager – IT L1 Application support GSC’s

Global Career Band: 6

Location (Country / City): Chennai

Recruiter Name: Jaisey

Why join us?

The primary responsibility of the role is to deliver and provide technical support for Chief Technology Office (CTO), HTS Software delivery technologies, ensuring customer delight while conforming to high quality standards and best practices, maintaining and improving SLA’s, and ensuring compliance to HSBC policies at all times. The Manager is also responsible for the successful maintenance of the supported environments through regular monitoring of technical systems to ensure system stability and performance is at the highest possible levels and to actively participate to achieve organizational objectives for efficiency.

The Opportunity:

To unlearn the following:

1. Impact on the Business
2. Customers / Stakeholders
3. Leadership & Teamwork
4. Operational Effectiveness & Control

What you’ll do:

Chief Technology Office (CTO) delivers and supports a wide range of technologies and services, and provides end customer support to all businesses across HSBC. The job holder will have control over the planning and delivery of technologies, projects, costs and service and may be required to work independently, as part of a team. The role is specific for INM Bank End User Service Operations Level 1 application Monitoring and support team.

The job holder is expected to exercise initiative in overcoming obstacles to success, to adopt a flexible approach in terms of working hours and 24*7 shift pattern to provide support, monitoring, health checks of INM Critical payment applications. The job holder receives policy and general guidance but has autonomy and latitude within the confines of the role. They will also be expected to “think outside the box” and respond flexibly, taking decisions in the interest of customer/business needs and service.

The jobholder is required to work in conjunction with all sections and staff across CTO team for End User Services (SUS) Operations deliverables.

Ensure that all system requirements are met for new migrations in coordination with the line/project manager.

Provides timely support monitoring, escalation of incidents to support teams.

Responsible for Incident, Change and Problem Management actions related to L1 application support for INM Payments application as per agreed SLA.

To report all unusual occurrences to the immediate superior/manager.

Regularly liaises with Operations teams to identify trends and issues encountered on the production floor and provides this information to the IT team to ensure that these are addressed at the earliest possible time.

Participates in team meetings, activities, promotes team spirit, stakeholder meetings and cohesiveness. Represents IT in meetings for all IT projects and ensures that drive seamlessly.

Demonstrates adherence to Core Standards and Behavior and strictly adheres to the group audit policies on security, Operations, and tasks managed.

Maintains integrity of systems. Documentation maintained to support compliance/IT Security and audit requirements.

The major challenge of the Manager is to be able to deliver quality results under high stress conditions and occasional out of office hours.

Robust Management of Risk for tasks managed for L1 application support. To comply with IT controls and the need to be able to demonstrate compliance with the controls, maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

Manage the shift coverage and take full responsibilities in performing shift managerial role, i.e., ticket handling, incident managing, staff matters, service requests and all issues raised within the shift managing timeframe.

Ensure that all existing BCP and recovery operational procedures are adhered to.

Advise and guide the team in a constructive manner. Actively contribute to the team. Create a cooperative, pleasant yet hardworking atmosphere. Assist colleagues to meet deadlines and standards.

The Manager needs to adapt and cope with the high service demands in a constantly changing environment. Identify and resolve complex issues on a day-to-day basis, escalating if required to the relevant Support areas and Senior Management, which involve global issues affecting the whole of the INM applications under support scope.

What you will need to succeed in the role:

People: This role holder will have no line management responsibility. However, need to work in collaboration with IT teams, vendors on a day-to-day basis on operational support.

Relationships: Internal relationships extend to peers, and up to 2 levels in the organization, mainly within IT in a technical capacity within a technical environment. Externally relationships with vendor focused on a technical level.

Regulatory: Promotes and manages, anticipates and identifies legal and compliance risk, embeds efficient compliance processes.

Strategic Input: Carries out the execution of the strategy.

Delivery and support: The role holder will have specialized knowledge in one or more technical environments and will have senior responsibility for the support and delivery of service within their technical support function. Supports multiple site locations and multiple business units. Working directly with internal customers either on site or remotely.

Manager should deputize in absence of site lead and should handle business operations. Flexibility to work on various shifts 24&7.

What additional skills will be good to have?

Knowledge:

1. Bachelor’s degree or equivalent experience in IT Infrastructure Delivery or related field.
2. Excellent experience in call center or end user computing technologies with demonstrated proficiency in area of specialty.
3. ITIL Knowledge or certification preferred.
4. Good experience and understanding of Incident, Problem and Change Management standards.
5. Good working knowledge of various operating systems/hardware and platforms (i.e., Windows/Hardware), Payment application architecture knowledge or process flow and at least 7-10 years’ experience (current) in relevant similar/technical field.
6. Excellent oral and written communication skills, strong interpersonal, organizational and problem-solving skills needed as interface with intermediate levels of technical and business management is required.
7. Methodical and logical approach with experience of problem-solving.
8. Understanding and translating group strategy into own team and aligning directions accordingly.
9. Sound judgmental skills to identify and resolve problems.
10. Possesses and applies knowledge of particular specialized field to the completion of moderately complex assignments.
11. Experience in project management, particularly in planning, organizing, prioritization, and scheduling.
12. Ability to manage, represent and take actions on Major incidents on crisis calls or chats.

Experience:

1. Ability to build strong relationships and communicate with a wide spectrum of stakeholders.
2. Good knowledge of the Incident, Problem and Change Management life cycle.
3. Practical understanding of business finance and management of budgets and expenditure.
4. Comprehensive understanding of policy and procedures in context of wider industry trends and direction.
5. Prior experience in technical writing, managing Major incidents, crisis calls, and chats.
6. Ability to quickly learn and adapt to changing environment, team player, detail-oriented, logical thinker with a can-do attitude.
7. Ability to prioritize and deliver service, to agreed service levels, within a diverse and constantly changing technical environment.
8. Evidence of effective staff management and ability to develop an environment that fosters good teamwork.
9. Must have analytical approach to problem handling, escalations, and resolution.
10. Proven communication and interpersonal skills.
11. Committed to providing excellent customer service.
12. Ability to remain self-controlled and positive under pressure.
13. Ability to lead and motivate a multi-skilled IT Support Team.
14. Planning and Organizational skills.
15. A high level of technical expertise including good technical design and implementation skills.

Link to Candidate User Guide:

Candidate User Guide

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You’ll achieve more at HSBC.

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.

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