IT Incident Manager

Opening up a world of opportunity.

We're a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.

We’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.

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.

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

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 the role:
Responsible for governance and operational oversight of core IT Service Management processes of Incident, Problem, Change, Service Level, Outage and Reporting Management and the associated tooling platforms. This is achieved by ensuring the Key Controls, as defined by global Service Management practices, are being achieved within the region and helps to ensure that IT services are meeting expected service levels and are working within our risk and control framework.

Working in collaboration with our colleagues in cross functional technology teams, Global Businesses and Global Functions, the Service management team ensures end to end service management processes are embedded with our support partners maximizing service availability, minimizing incident outage duration, fostering disruption free change execution, promoting an Operational Resilient mind-set and providing action orientated management information supporting continuous improvement in all areas under the Service Management remit. The team governs and supports adherence to policies and procedures, sharing best practice in our field to support Agile ways of service delivery. Our process governs root cause identification, ensures diligent resolution and closure of actions and also undertakes continuous drill down analysis of problem/root cause/change data to identify and address systemic/thematic trends and patterns of failures for all service tiers, engaging stakeholders to help prevent recurrence across all similar environments.

**Responsibilities**:
Incident Management
- Identify, promote and implement thematic, strategic actions to prevent reoccurrence of high volume issues through ticket trending
- Analyze problem/root cause/change data to identify and address systemic/thematic issues and drive reduction in Incident Recovery time.
- Drive continual service improvement and management of risk through both reactive and proactive measures.
- Work closely will all areas of Service Management to ensure effective integration of controls and processes.
- Responsible for the process of recovering Technology delivered services from a disrupted state as quickly as possible. The process utilises industry standard techniques for engaging support teams, identification of restoration actions, incident prioritisation, communication and escalation. They are a member of the Major Incident Management (MIM) team is part of the Service Management Incident discipline within Technology Infrastructure Delivery
- This role will carry out some or all of the following activities:
(The environment is large, multi-site, highly complex, real-time and operates 24 x 7 x 365. The role holder will lead service recovery of incidents of any threat level, facilitating both 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 Technology systems and services in accordance with business/Technology service level agreements in conjunction with technical support teams and in line with global incident management processes.
- Build and maintain effective working relationships with Technology colleagues and business partners.
- Ensure consistency in use of Service Now for Incident logging

Customers First
- Use all support tools, mechanisms, and processes to identify and resolve issues for customers in a proactive manner.
- Promote an environment that supports diversity and reflects the HSBC brand.
- Conduct problem diagnosis to identify the most effective method for resolving outages. Creates a permanent record for tracking purposes.
- Acquire a thorough understanding of the Knowledge process and procedures. Review current practices and initiate improvements to simplify & standardise
- Suggest process improvement & contact reduction ideas/solutions to enhance customer experience/eliminate waste

Requirements
- A high school diploma or equivalent and two to th