Production Support Lead

HSBC Holdings plc; Kraków; On-site; PLN 169,000 - 253,000; Full time

Benefits offered by this job

Multisport card

Private medical care

Life insurance

Home office setup reimbursement

Corporate events

Job summary

HSBC Holdings plc in Krakow is seeking a Production Support Manager to own EMEA production support for Valuation Control IT and PALMS, driving stability and incident response across time zones.

You will lead triage, governance reviews, and cross-team coordination with Krakow operations and DevOps to improve automation and resilience while aligning regional coverage and ensuring timely service restoration.

Qualifications

• Proven experience in a Production Support Manager / Production Services / SRE-style role for business-critical applications.
• Strong knowledge of production operations: incident management, triage, stability, coordination, and service restoration.
• Demonstrable capability in governance and control discipline, including running regular service reviews and driving continuous improvement.
• Excellent stakeholder management skills across Technology, Operations, and Business teams.
• High ownership mindset with a track record of delivering reliable production outcomes under time pressure.
• Experience supporting distributed, multi-time-zone teams and operating models.
• Exposure to DevOps practices (e.g., release/change management, automation, monitoring) is an advantage.

Responsibilities

• Own EMEA production support for Valuation Control IT (and PALMS), driving service stability, responsiveness, and operational resilience.
• Lead incident triage, coordination, and recovery, ensuring timely decision-making and clear stakeholder communications.
• Run and continuously improve production processes (stability management, defect/problem management, operational readiness).
• Establish and maintain a monthly governance cadence, including structured reviews of production issues with business and operations teams.
• Partner closely with Krakow-based operations to improve time-zone alignment and reduce dependency on late-hours working and temporary mitigations.
• Collaborate with engineering/DevOps teams to address capacity constraints and improve supportability through automation and standardization.
• Support the transition to a clearer regional coverage model (EMEA ownership with aligned APAC coverage).

Skills

Production Ops

Incident management

Governance

Stakeholder mgmt

Ownership mindset

Multi-time zone teams

DevOps exposure

Job description

Your career opportunity

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.

We support and operate the Valuation Control Legacy and FSA production estate (with coverage across PALMS modules), ensuring stable, resilient services for Product Control and Operations. Demand for time-zone aligned support in Krakow is increasing, and strengthening local PSM capability will reduce avoidable delays on critical activities, close EMEA coverage gaps, and improve end-to-end production outcomes.

This role is part of building Krakow into a fully operational EMEA production support hub, with scope to expand to additional Product Control applications over time.

What you’ll do

• Own EMEA production support for Valuation Control IT (and PALMS), driving service stability, responsiveness, and operational resilience.


• Lead incident triage, coordination, and recovery, ensuring timely decision-making and clear stakeholder communications.


• Run and continuously improve production processes (stability management, defect/problem management, operational readiness).


• Establish and maintain a monthly governance cadence, including structured reviews of production issues with business and operations teams.


• Partner closely with Krakow-based operations to improve time-zone alignment and reduce dependency on late-hours working and temporary mitigations.


• Collaborate with engineering/DevOps teams to address capacity constraints and improve supportability through automation and standardization.


• Support the transition to a clearer regional coverage model (EMEA ownership with aligned APAC coverage).

What you need to have to succeed in this role

• Proven experience in a Production Support Manager / Production Services / SRE-style role for business-critical applications.


• Strong knowledge of production operations: incident management, triage, stability, coordination, and service restoration.


• Demonstrable capability in governance and control discipline, including running regular service reviews and driving continuous improvement.


• Excellent stakeholder management skills across Technology, Operations, and Business teams.


• High ownership mindset with a track record of delivering reliable production outcomes under time pressure.


• Experience supporting distributed, multi-time-zone teams and operating models.


• Exposure to DevOps practices (e.g., release/change management, automation, monitoring) is an advantage.

What we offer

The pay range for this role is 15 109 PLN - 22 658 PLN (monthly, gross).

Additional car allowance in the amount of 4786 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).


• Cafeteria platform


• Employee assistance program


• Additional contributions to PPK scheme


• Corporate parties & events


• CSR initiatives


• Nursery discounts


• Financial support with trainings and education


• Social fund


• Flexible working hours


• Free parking

• Online behavioural test (for external candidates)


• Telephone screen (for external candidates)


• Job interview with the hiring manager

You'll achieve more when you join HSBC.

We thank all interested candidates for their applications. We reserve the right to contact only selected candidates.

In case you would like to resign from participation in recruitment process or withdraw previously sent to us application, please email us at: [e-mail]