Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join 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 a Consultant Specialist

In this role, you will:

This role is required to have effective communication across stakeholders and it creates good opportunity to thrive in a matrix organization.Own and work with the pods to evolve production support processes across the pods. The processes should be configured to ensure efficiency, responsiveness, and high-quality business service. Ensure very high levels of Hygiene on ticket closures and process adherence.Work to reduce user queries through targeting initiatives at high-cost items to reduce burden. These may be a mixture of user training, improved documentation, additional functionality, self-service solutions etc.Work areas should be chosen based on analysis of user queries, and success measured by observing the reduction of burden on the team as a result of Service requestsTo provide coaching to Pods to ensure best in class quality of Post-Incident-reviews. Ensuring root causes are found and documented, actions are followed up and post-review work prioritised.Provide clean metrics and accurate reports to demonstrate adherence and Post-Incident-Reviews.To provide standards and coaching to ensure that FLASH reports are generated off the back of relevant incidents; and that the language, style and detail in the communications is appropriate for the incident.To suggest and report on metrics which provide a measure of the production quality of our system. Such items may be: Uptime, SLA breaches, Processing Capacity Index, Responsiveness, Releases, Incidents Service Requests. For all these metrics; suggest, prioritise and drive through changes which demonstrate improvements in the metrics.Point of Contact for driving improvements in production and DevOps KPI’s for suite of applications in Securities Services TechIncident management across Securities Services TechIncident communication and complete lifecycle managementCommunication forum with upstream, downstream engaging to resolution of issuesDrive Reduction program (Weekly analysis of ticket and drive the plan for fix)