Network Firewall Team Manager (ITID)

Technologies we use

Your responsibilities

• Meets expectations of internal customers through delivery of high quality projects, meeting their needs and demonstrating the added value of service provided.

• To support and maintain full functionality of equipment and applications provided by Telecoms

• Meets quality targets as assigned by IT Operations Management for Change, Service Levels and Problem Resolution times

• Identify and improve efficiency and potential improvements of Networks environment

• Communicating effectively with key business users regarding long term design / support requirements.

• To ensure that the business’ IT needs are understood and that services are tailored to meet their requirements, and also to ensure that users are fully aware of the services available and receive maximum benefit from them.

• Be involved in and participate in Customer Engagement processes

• Day to day consultation with key stakeholders within country, Region and Group

• Identify, monitor, drive and track service improvements creating & managing a culture of continuous improvements.

• Liaise with other Support teams on issues to ensure a unified front to IT Service Support / Delivery.

• Improve the efficiency in the way we address technical issues. Act as a point of contact to the wider Network team.

• Pro-actively managing the overall service delivery to meet internal targets

• Collaboration and contribution to team objectives

• To keep line management aware of any developing IT or other issues.

• Development of more junior staff and providing technical, project management, man management of the team.

• Ensure compliance and be able to demonstrate adherence to internal controls, Telecoms Group Standards and Information Security Secondary Standards.

• Work closely with local, Regional, Global and GR teams to increase the efficiency and quality of Network processes and procedures.

• Maintain a close working relationship with the staff in the wider team to direct technical improvements thus helping to improve service levels.

• Ensure that Network Support documentation is owned, regularly maintained and used when required.

• Liaison with other IT OPERATIONS and HSBC Technology departments and 3rd party suppliers, managing 3rd party relationships to deliver service against contractual requirements where applicable.

• Ensuring that standard ITIL processes are followed correctly and appropriately, e.g. Problem Management, Incident Management, Release Management, Change Management and Configuration Management. Implement ITIL best practice where applicable.

Our requirements

Additional information

• IT OPERATIONS Network Functions currently supports circa 1000 firewalls which in turn support critical internal and external customers within HSBC and associated Companies in the UK,

• The smooth operation of the network infrastructure is critical to HSBC. The network extends to 47 countries globally responsibility also extends to Group Company offices in Europe and interfaces with the Group’s international networks.

• This role has direct budget responsibility and may have responsibility for managing sections of budget apportioned to their specific area of responsibility and monitoring of costs on behalf of the budget holder. This will include input to the budget construction and timely review of actual and forecast spend as the year progresses.

• This role has line management responsibility.

• This role has functional management responsibility.

• This role has a critical dotted line to the Cyber and compliance functions.