If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) 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 Service Operations Wi-Fi L3 Support SME

Role Purpose:

Primary Responsibility is to be SME for MIST WIFI incidents globally and provide expertise in resolution. A strong working knowledge of Juniper MIST Wi-Fi infrastructure is expected. As part of the role, you will be supporting other IT teams including Incident Management during crisis and represent Connectivity. You will be working within a wider global NOC Team on a “follow the Sun” basis. Day to Day direct interaction with the business trouble-shooting WIFI incidents – therefore strong communication skills are essential. You will be expected to lead and drive these incidents until resolution.

Main Activities

Principal Accountabilities:

Primary SME for MIST/WIFI casesQuickly resolve WIFI incidents to meet and reduce MTTR.Take ownership of incidents and escalate high severity cases.Work with the team and share experiences and knowledge.Raise vendor cases – scheduling RMA around business requirements.Raise vendor SR and manage at L3 technical level.Support and guide other team members.

Responsibilities will include:

Lead and Support WIFI incidents.Help with deployment of new projects/ Upgrades.Assist other teams in change activities.Raise RMA cases in coordination with the business. Facilitate recovery of failed infrastructure.Raise TAC cases with our vendors.Manage proactive and reactive cases.Input into process improvements.