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(Wholesale IT) Production Support Specialist – System Analyst

HSBC Service Delivery (Polska) Sp. z o.o.About the company

  • Kapelanka 42a, Kraków
    Kraków, Lesser Poland
  • Offer expired 17 days ago
  • Remote recruitment
  • contract of employment
  • full-time
  • specialist (Mid / Regular), junior specialist (Junior)

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

Kapelanka 42a


Technologies we use


  • Oracle(SQL)



  • Bash

  • Python

About the project

We are looking for skilled individuals for the Production Support Team (Payments IT department). Currently team provides 3rd line of support for SEPA payments system. The main responsibilities are: work on issues raised by 2nd line of support, investigation of live incidents, implementation/release support and cooperation with Vendor, Project Team, Incident Management and Senior Management. This offer is aimed at people who like to use their analytical skill set at work. Also, for those who like to work in technical environment.

Your responsibilities

  • Providing full scope of the day to day Production Support service including resolution of the live incidents as well as post-resolution problem management activities

  • Providing technical expertise in finding root cause of major system problems

  • Establish a good understanding of the key system components and functionality

  • Investigate live incidents of a functional nature – working closely with Production Support technical team members and project team

  • Take ownership of live issues and incidents, liaising with project team and Subject Matter Experts as appropriate

  • Support up and coming releases, paying attention to the impacts new functionality will have on the production service

  • Support the onboarding of new customers and familiarity with the testing processes – will be required to support urgent production verification tests

  • Support static data maintenance

  • Support of the various testing activities related to the new implementations

  • Working closely with various stakeholders located in different places in the world

Our requirements

  • Perform data analysis of key problem areas to assist in root cause analysis and data reconciliations to identify data anomalies,

  • Knowledge of Payment business area and relevant product including knowledge of SEPA Credit Transfer, Direct Debit and related banking transactions is desirable but not essential,

  • Strong experience in supporting complex and integrated application environments,

  • Experience with highly complex system implementations and organizational processes,

  • Ablility to work under time pressure, and to multitask,

  • Availability to work shifts (8-18) and on-call 24/7 (occasionally),

  • Fluency in English,

  • Participate in validating data, development, implementation, testing activities,

  • Research and collect data to assist with product development and analysis,

  • Escalate data issues needing process re-engineering,

  • Understanding of customers' needs and delivering excellent customer service,

  • Experience in Agile/ DevOps environment and in assisting in production support,

  • Contributing productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals,

  • Making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes,

  • Exposure to the Business Analysis standards and software development life cycle standards. The skills and knowledge picked up under Production Support will be invaluable within the Project.

  • Good interpersonal skills, ability to communicate and negotiate,

  • Solution finding mind-set,

  • Practical experience on working with SQL queries and Linux commands.


  • Experience in Payments is an advantage

What we offer

  • Be part of dynamic IT environment

  • Parking few minutes away from the office

  • Relax room (with massage chairs and area for yoga/stretch)

  • On-site medical consultations in the office

  • Childcare policy

  • Bicycle racks in the underground garage and around the office; showers dedicated to cyclists

  • Game room (with Xbox, PS consoles and foosball table)

  • Private health care (different options – from basic to VIP), employees’ benefits: private life insurance, multisport

  • Work and Learn from teams with mature process and tools to ensure the best in class deliverables

  • Casual dress code

  • 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

Phone interview


Online assessment


Zoom interview


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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