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DevOps Service Manager (Wealth & Personal Banking)

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a

Dębniki

Kraków

Technologies we use

Expected

  • Agile

  • Lean

About the project

Current business environments are extremely dynamic and demand innovation to deliver business values quicker while optimizing deliveries. Technology teams need to leverage on latest stack platforms like Cloud services and seamlessly integrate with legacy platforms to deliver with agility while not compromising on the service quality

Increased complexity within the application landscape and evolving business demands requires responding to new requirements and deliver continuous changes.

DevOps Service managers will own the services Cross Functional Teams (CFT’s) deliver and ensure service quality is maintained. DevOps Service Manager will play a pivotal role within CFT in embedding DevOps Service Management practices

Embedding the DSM discipline within the CFT is a key responsibility of the DevOps Service Manager and the overall accountability to ensure this is embedded as a practice and provide support and oversight will be of the Chief Technology Officer (CTO) within the CFT

The responsibilities are categorized into the following categories

- DSM is both directly accountable and responsible for the activities (A&R)

- DSM is accountable for the completion but not directly responsible for the execution and would rely on other teams to complete it (A)

- DSM is responsible for the activity but not directly accountable (R)

Your responsibilities

  • Incident Management:

  • Facilitate and own business impact assessment to minimize service outage and customer impact.

  • Manage Stakeholder communication during production impacting incidents to provide clear and concise assessment of the situation to aid quicker decision for senior management. Measure team performance against process (SLA, KPI etc.). Ensure service improvement initiatives are managed effectively to reduce repeat incidents and conduct extensive due diligence on root causes to eliminate reoccurrence of failures

  • Provide feedback to the incident process owner on process improvements

  • Collaborate with Cross Functional teams (CFT), Middleware, ITID and fulfilment teams to proactively identify opportunities to remediate risks in end to end service delivery

  • Problem Management:

  • Ensure governance of problem management activities within the CFT. Conduct trend analysis on repeat incidents and ensure CFT team’s raise appropriate problem records

  • Collaborate with Product owner in identifying and prioritizing problem tickets into sprint backlogs to improve service quality

  • Provide an escalation mechanism for CFT teams to facilitate timely investigation and resolution of problem tickets from other teams

  • Infrastructure Patch Management:

  • Proactive engagement with the CFT teams to plan and schedule Infrastructure patch related activities within the sprint execution

  • Ensure there is clear communication and act as a liaison between infrastructure and CFT for a smooth rollout of infrastructure changes while ensuring service stability

  • DSM will be only accountable (A) for the following activities:

  • Ensure there is adequate alerting and monitoring to pre-empt any service impact after patching

  • The responsibility of conducting the testing and ensuring there is monitoring after patching will be with the POD teams in CFT

  • The actual activities of patching will be owned and executed fully by the infrastructure teams

  • Capacity Management:

  • The following activities is the accountability (A) of DSM but will be executed and managed by either the POD or Infrastructure teams

  • CFT pod teams will ensure there is proactive alerting in place to alert any capacity related issues

  • In case of any additional capacity requirements, CFT teams will discuss with DSM to assess and conduct due diligence on the requirements and then raise request for additional capacity with the platform teams

  • Service Evergreen:

  • Manage inventory of the service to ensure all types of hardware and software requirements maintains the latest stack (WAS versions, SSL certs etc)

  • Service Continuity:

  • Ensure proper monitoring and alerting is embedded within the service build and design

  • Appropriate service resilience/contingency invocation tests are conducted on a periodic basis

  • Access Control and Authorization:

  • DSM will be accountable and responsible (A&R) for setting up the governance process around the access control processes for services within the CFT

  • Audit Control:

  • The responsibility of rolling out the controls will be the responsibility of the product owner

  • The accountability of post release to production will be with Delivery manager

  • The accountability after release to production will be with DSM

Our requirements

  • DevOps

  • ITIL Operations / Service Management

  • Experience of working in agile, lean and cloud environments

  • Excellent relationship building and stakeholder management

  • Strong Web based application development and production support / service recovery experience (preferably in banking / financial domain)

  • Able to make trusted and unbiased judgements

  • Excellent analytical, problem solving and decision making skills.

  • Strong management ability, motivating IT employees

  • Strong ability to communicate effectively at both technical and managerial levels

  • Ability to work in fast moving, highly demanding digital service environment

What we offer

  • Flexible working hours

  • Informal work environment

  • Agile methodologies

  • Friendly teams and people focused attitude

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages
1

Phone interview

2

Online assessment

3

Zoom interview

4

Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

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