Operations Engineer

HSBC Holdings plc; Kraków; On-site; PLN 195,000 - 223,000; Full time

Benefits offered by this job

Multisport card

Private medical care

Life insurance

One-time home office set-up allowance

Employee assistance program

Additional contributions to PPK scheme

Corporate parties & events

CSR initiatives

Nursery discounts

Training and education support

Social fund

Free parking

Job summary

HSBC Holdings plc is seeking an IT Service Manager to ensure high-quality IT service delivery across critical applications and services. You will manage service levels, coordinate with internal teams and external vendors, and act as a single point of contact throughout the ITIL service lifecycle.

The role requires hands-on experience in IT service management, a strong ITIL background, and proficiency with ServiceNow, Jira and Confluence.

Qualifications

• Experience in IT service management or software support.
• Strong understanding of ITIL processes (SLM, continuity, information security, change, incident, problem).
• Proficiency with ITSM tools including ServiceNow, Jira and Confluence.
• Ability to communicate with business stakeholders and vendor teams.
• Structured problem solving and ability to deliver in controlled environments.
• Ability to adapt to change while maintaining service focus.
• Strong English writing and speaking skills.

Responsibilities

• Manage IT service delivery to meet service levels and performance targets.
• Maintain end-to-end control of applications across DEV, UAT, Production and Contingency.
• Plan and implement service requirements, including capacity upgrades and evergreen strategies.
• Update inventory tools with accurate service/app information.
• Serve as the contact and escalation point between IT and business stakeholders.
• Oversee incident, problem and change management per ITIL best practices.
• Coordinate with production support teams to ensure timely issue resolution.
• Run service reviews and identify opportunities for continual improvement.

Skills

IT service management

ITIL framework

ServiceNow

Jira

Confluence

English communication

Tools

ServiceNow

Jira

Confluence

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.

Your career opportunity

Operations Engineering oversees IT service performance and operational continuity across critical applications and services. The role manages service levels, coordinates with internal teams and external vendors and provides a single point of contact across the ITIL service lifecycle - from strategy and design through transition, operation and continual improvement. You’ll work across operational delivery and change activity while partnering with teams such as Risk, Cyber Security, developers and Project Managers.

What you’ll do

• Manage IT service delivery to meet agreed service levels and performance standards
• Maintain end-to-end control of applications and services across DEV, UAT, Production and Contingency and ensure ongoing improvement
• Plan and implement service requirements such as evergreening and capacity upgrades and communicate service performance to Product Owners
• Update inventory tools to maintain accurate service and application information
• Act as the contact and escalation point between IT and business stakeholders for service-related matters
• Oversee incident, problem and change management processes in line with ITIL best practices
• Coordinate with production support teams to secure timely resolution of service issues
• Run service reviews and operational meetings and identify continual improvement opportunities

What you need to have to succeed in this role

• Bring substantial experience in IT service management, service delivery or software support
• Apply a strong understanding of ITIL framework and service management best practice including SLM, Service Continuity, Information Security Management and Change, Incident and Problem Management
• Use ITSM tools effectively including ServiceNow, Jira and Confluence
• Communicate effectively with business stakeholders, internal teams and external vendors
• Solve problems in a structured way and organise work to completion
• Deliver work in highly controlled, governed and regulated environments
• Partner effectively across teams and adapt to change while maintaining service focus
• Use strong English language skills in writing and verbally

What we offer

The pay range for this role is 17484 PLN – 20000 PLN (monthly, gross).

Variable pay is discretionary, but influenced by Group performance, business/function performance and individual performance.

We offer a comprehensive and competitive package of benefits covering healthcare, family friendly leaves, pension and life assurance, as well as many other benefits to support your wellbeing.

• Additional bonuses for recognition awards
• Multisport card
• Private medical care
• Life insurance
• One-time reimbursement of home office set-up (up to 800 PLN).
• Employee assistance program
• Additional contributions to PPK scheme
• Corporate parties & events
• CSR initiatives
• Nursery discounts
• Financial support with trainings and education
• Social fund
• Free parking

If your CV meets our criteria, you should expect the following steps in the recruitment process:

• Online behavioural test (for external candidates only)
• Telephone screen (for external candidates only)
• Interview with the hiring manager

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. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.

If you have a need that requires accommodations or changes during the recruitment process, please let us know.