L2/L3 Production Support Lead /Associate Director

HSBC; Pune District; On-site; INR 4,500,000 - 6,500,000; Full time

Job summary

HSBC Software Development India invites an Associate Director, Data and Analytics to lead L2/L3 production support for dashboards, BI services, semantic layers, and data pipelines. You will own service stability and drive operational metrics, capacity planning, and runbooks across DEV/UAT/PROD environments.

Success requires a CS/engineering degree and proven leadership in enterprise BI platforms, monitoring, and security/compliance awareness. On-call readiness is expected.

Qualifications

• Bachelor’s degree in technology or engineering (CS) is required.
• Experience in enterprise BI/reporting/data platforms and delivering outcomes.
• Demonstrated incident coordination, change and problem management, and RCA quality.

Responsibilities

• Lead L2/L3 production support for dashboards, BI services, semantic layers, and data pipelines.
• Own day-to-day service stability and customer experience for reporting services and data products.
• Maintain the service catalogue, support model, RACI, and runbooks/knowledge base.

Skills

Production support

Incident coordination

Change/Problem management

Monitoring/Observability

Education

Bachelor’s degree in technology/engineering (CS)

Tools

Power BI

Tableau

Qlik

Job description

Some 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 Associate Director, Data and Analytics.

In this role, you will:

• Lead L2/L3 production support for dashboards, BI services, semantic layers, and reporting/data pipelines.
• Own day-to-day service stability and customer experience for reporting services and data products.
• Maintain the service catalogue, support model, RACI, and runbooks/knowledge base.
• Define, track, and report SLAs/SLOs/OLAs and operational KPIs (availability, performance, incident trends, customer impact).
• Drive capacity planning, resilience engineering, and operational hygiene (patching, housekeeping, certificate renewals, access reviews).
• Manage incidents end-to-end, including triage, prioritisation, stakeholder communications, and Major Incident coverage.
• Own RCA and problem management to deliver permanent fixes and run post-incident reviews with tracked actions.
• Partner with delivery teams to assure release safety and production readiness across DEV/UAT/PROD, while improving monitoring/automation and ensuring HSBC security, audit, and vendor/licensing compliance.

To be successful, you will:

• Qualification: Bachelor’s degree in technology or engineering in Computer Science
• Led production support/operations for enterprise BI/reporting/data platforms and can evidence delivery outcomes.
• Be ready to demonstrate major incident coordination, change/problem management, and strong RCA quality.
• Show capability in monitoring/observability, alerting, and operational metrics (availability, MTTR, recurrence).
• Identify SRE-style improvements you’ve driven (automation, toil reduction, resilience) and quantify impact.
• Provide examples of security/controls practice (RBAC, least privilege, audit trails) and maintaining audit-ready evidence.
• Prepare stakeholder examples translating technical issues into business impact across Engineering/Data/Infra/Cyber/Service Mgmt.
• Familiarizes Experience supporting visualisation tools such as Power BI / Tableau / Qlik (including gateways, semantic models, scheduled refresh), along with willingness for on-call and can have certifications on (ITIL/cloud).

You’ll achieve more when you join HSBC. www.hsbc.com/careers

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.

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Issued by — HSBC Software Development India