Senior Incident Manager

Hsbc Global Services Limited; Toluca; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading financial services organization in Toluca is seeking a Senior Incident Manager to lead service recovery of incidents. The ideal candidate will have over five years of experience in financial or technology institutions and possess excellent customer service and communication skills. Candidates with immediate local work rights will be prioritized. The role demands the ability to work in shifts and requires proficiency in English. This position offers a supportive work environment with competitive benefits including generous leave days.

Servicios

Generous leave package

Growth and development opportunities

Inclusive and diverse work environment

Formación

• Five years of experience in Financial or Technology Institutions.
• Ability to respond to requests in a helpful and professional manner.
• Advanced English proficiency (C1 level).

Responsabilidades

• Lead service recovery of incidents of any threat level.
• Restore normal service as quickly as possible.
• Build and maintain effective working relationships with IT colleagues.

Conocimientos

Problem-solving skills

Excellent customer service skills

Communication skills

Educación

Bachelor Degree in Engineering, Systems or related

Herramientas

Service Management framework certification (e.g. ITIL V3)

Descripción del empleo

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. 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 Senior Incident Manager

Role Purpose

The role holder will lead service recovery of incidents of any threat level, facilitating senior, technical and business calls with key teams and stakeholders. Restore normal service as quickly as possible and minimise the adverse impact to the business. Recover IT systems and services in accordance with business / IT service level agreements in conjunction with technical support teams and in line with global incident management processes. Build and maintain effective working relationships with IT colleagues and business partners

Qualifications Required

• Investigation and fact-finding methods
• Compile, organize, analyse, and interpret data and information into report formats
• Excellent customer service skills with the demonstrated ability to respond to questions and requests in a helpful, empathetic, and professional way

Experience

Experience working in Financial or Technology Institutions support following procedures, gathering metrics, and monitoring for both automated and manual notifications. Five years.

Skills

Ability and willingness to work in a shift (both day and night, weekends and holidays) environment providing 24x7x365 support.

• Demonstrated capacity to solve complex problems, meet tight deadlines, and meet mission-critical Service Level Agreements
• Ability to effectively communicate to both technical staff and executives
• Bachelor Degree : Engineering, Systems or related
• Strong English speaking and writing (100%)
• Formal certification in a Service Management framework (e.g. ITIL V3 Certified foundation level or similar)

Language Level

• English level – Advanced English proficiency C1.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance, and care.

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.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.