Production Support Analyst

Job description

HSBC Global Services Canada Limited (HGCA), is a subsidiary of HSBC Global Services Limited, owned by HSBC Holdings plc. HGCA provides operational services to countries across the HSBC Group which is the largest and leading international bank in the Canada.

Linked by advanced technology, HSBC serves customers worldwide through an international network of around 3,800 offices in 66 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa.

We help companies and individuals across Canada to manage their finances through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management.

It's this global connectivity that you will find yourself inspired and collaborating with colleagues not just locally but also across continents and cultures.

About Global Banking & Markets, IT

Global Banking and Markets (GBM) provides financial services and products to corporates, governments and institutions worldwide, building partnerships with them to help them achieve consistent, long-term performance. We use the strength of HSBC's international network to connect emerging and mature markets, covering key growth areas. Our products and services include advisory, financing, prime services, research and analysis, securities services, trading and sales, and transaction banking.

The GBM Technology team is dedicated to supporting GBM by working in partnership with business leaders who rely on us for delivering innovative, robust, stable platforms to enable their investment and financial solutions for clients. Join GBM Technology and be part of the global connectivity, collaboration and team that spans across 20 countries. The total number of successful production releases surpass some of the biggest blue chip tech companies. Canada is a key location in GBM Technology's global growth strategy and is receiving global attention for its deliveries.

Key Objectives for Service Management Incident:

Provides daily global production service quality, problem and recovery management, and platform availability, facilitating changes and identifying risks. Involved in planning, testing and deployment of new systems enhancements, and facilitates quick system recoveries following major system or software related failures, minimizing the impact of incidents in production. It includes batch monitoring, problem solving, execution of Disaster Recovery tests, and support to business requests.

Principle Accountabilities:

· Provide technical leadership and consultation to project team members as directed.
· Train and orients staff as directed
· Provide support to critical application production environments while minimizing the impact of incidents in production. Batch monitoring, incident management, problem solving. Execution of Disaster Recovery tests. Support user's requests and UAT environment tests.
· Consult with business unit line and operations management to develop requirements, specifications and implantation plans. Coordinate with other design groups to implement the overall strategic goals of the support function. Review, analyse and evaluate business system and user needs to formulate solutions to parallel business strategies to improve efficiencies.
· Detect, analyse and resolve problems associated with server, hardware and applications software.
· Manage small to medium projects or pieces of large projects to assure objectives are met on time and within budget. Evaluate performance of project teams assigned and reports performance upon project completion to management.
· Ensure industry best practice global production support for all systems is achieved.
· Oversee the resolution of problems and incidents of varying complexity to enable the operation to continue to run and deliver service effectively by eradicating recurrences with the minimum disruption to the business.
· Participate in Major Incident Reviews and Service Improvement Programs as required.
· Undertake change implementations and the risk analysis of changes to meet the goal of improved platform and service.
· Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
· Promote an environment that supports diversity and reflects the HSBC brand.
· Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications:
·  A Bachelor's degree or equivalent experience with a major or minor in computer science or related field and a minimum of four to six years proven and progressive experience.
·  Specialized experience in programming or database languages and techniques for application systems design; recognition as a technical resource within the work group; strong communication and analytical skills; the ability to take appropriate risk; a knowledge of businesses supported; and demonstrated ability to apply multiple technologies to business situations and identify and apply productivity improvements, blending the technical environment with strategic direction. The technical environment mainly comprises: -
·  UNIX/Linux/shell scripting
·  ORACLE/Toad
·  Sybase/SQL Advantage
·  Microsoft SQL Server
·  Solaris, Windows, SAN technologies
·  Java, J2EE
·  Rational tools, e.g. ClearCase, Team Concert
·  WebSphere / DataStage
·  Control M
·  Automatic Monitoring Tools
·  Hadoop, Hive, Sqoop,HDFS,HDP 2.x,Ranger, KNOX
·  ITIL Certification will be considered a plus;
HSBC Proud


In 2018, HSBC Bank Canada was named one of the “Best 50 Corporate Citizens” in Canada by Corporate Knights magazine. HSBC was also the first company to be recognized as a top performer in gender diversity within the financial services sector, as part of a new Corporate Knights initiative to recognize leaders in this space.

Join HSBC, and benefit from the following:
·  Career Development: Within your current role, as well as Canadian and international opportunities
·  Company Reputation: Offering prestige, strength, and longevity
·  Business Growth: Underpinned by our drive, and the highest banking standards
·  International Connectivity and impact: Build global relationships and be a part of international initiatives
·  A diverse workforce: Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization
·  Corporate Sustainability: We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make