Mainframe Senior Production Support Specialist / Associate Director, Software Engineering

HSBC Holdings plc; Pune District; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

HSBC is seeking an Associate Director, Software Engineering to lead incident recovery, production support, and platform stability across mainframe and integrated environments. The role emphasizes problem solving, root-cause analysis, and cross-regional collaboration to ensure compliant, high-availability services.

You will work with ITIL-aligned processes, contribute to post-incident reviews, and drive improvements in monitoring, change management, and disaster recovery testing.

Qualifications

• Proven experience in production support and service management.
• 5–7 years hands-on experience in application development and/or production support.
• Strong knowledge of IT infrastructure and service operations.

Responsibilities

• Respond to user and service queries related to regulatory requirements with timely guidance.
• Act as service recovery manager for incidents and coordinate resolver groups to restore service quickly.
• Investigate incidents end-to-end, identify root symptoms and drive actions for stabilization.
• Develop and maintain knowledge articles, runbooks, and operational docs to improve team capability.
• Collaborate with global teams to share knowledge and standardise support practices.

Skills

Production support

Incident management

Mainframe

CICS

DB2

COBOL

ITIL

English communication

AI tooling (Copilot/Claude)

Monitoring tools

Tools

AppDynamics

Splunk

Geneos

Copilot/Claude AI tooling

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 ofAssociate Director, Software Engineering

In this role, 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 or 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, when required.


• Follow alternative schedules as requested, for example, starting between 09:00 and 12:00 and finishing between 17:00 and 20:00.Partner effectively with global virtual teams across multiple regions, building strong cross-boundary relationships.

To be successful, you will:

• Have proven experience in production support and service management, with strong incident recovery leadership.Have 5–7 years’ hands‑on experience in application development and/or production support. Have strong knowledge of IT infrastructure and service operations in a controlled environment.


• Have good mainframe knowledge, including CICS, DB2, COBOL, MQ, TWS and SPUFI. Be familiar with incident, problem, change and release management processes, including disaster recovery concepts. Have excellent problem-solving and negotiation skills, with clear escalation judgement for critical incidents.


• Have strong English communication skills and the ability to work effectively with global virtual teams. Be able to multi-task, stay self‑motivated and adapt quickly to changing priorities. Have an understanding of AI tooling such as Copilot and Claude, or equivalent.


• Have experience in Corporate Banking, with Payments domain exposure preferred. Have experience with monitoring and observability tools such as AppDynamics, Splunk and Geneos. Have knowledge of network concepts and dependencies in distributed environments. Have an ITIL accreditation.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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, colour, national origin, veteran status, etc. We consider all applications based on merit and suitability to the role.

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