Job description

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Your career opportunity

We have a unique opportunity for you to join our team and adhere to the Group Major Incident Management processes & procedures to efficiently manage and communicate the recovery of IT services. Capture accurate incident lifecycle milestones & drive improvement of recovery times. Your role will be to lead service recovery of incidents of High and Critical threat levels, facilitating both technical and business calls with key teams and stakeholders. Build and maintain effective working relationships with IT colleagues and business partners.

Once an incident has been recovered from, you will be responsible for ensuring that all known root cause details are documented and appropriately communicated via Major Incident Reviews in conjunction with the Problem Management discipline to track actions and prevent a recurrence of the incident. For all incidents whereby service outage is experienced, you will be responsible for ensuring that a Problem Record is raised to the appropriate team for further analysis.

What you’ll do

• Restore normal service as quickly as possible, minimising adverse impact to the business.

• Recover Technology systems and services in accordance with business/Technology service level agreements, in conjunction with technical support teams and in line with global incident management processes.

• Build and maintain effective working relationships with Technology colleagues and business partners

• Facilitate technical investigations by virtual teams to recover services from IT incidents

• Set actions and monitor their progress during IT incidents and contribute to the development of a globally consistent and efficient Incident Management process

• Communicate the impact of incidents and the progress towards recovery to a wide network of recipients using standard Incident Management tools

• Ensure that recovery steps are auditable and compliant

What you need to have to succeed in this role

• Past working experience in a relevant role, i.e. Proven experience working within an IT position

• Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences

• Ability to understand technical and business processes to a level that allows them to set actions, understand the urgency and drive incidents through to conclusion at the earliest

• Planning and managing projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques

• Ability to work under pressure and tight deadlines

• Relevant product knowledge including knowledge of Microsoft office literate

• A flexible and adaptable approach to change and support others to respond in a similar way

• Availability to work the shift pattern, the Core Days pattern covers two shifts 07:00 - 15:00 and 10:00 - 20:00 UKT (including Bank Holidays).

What we offer

• Competitive salary

• Annual performance-based bonus

• Additional bonuses for recognition awards

• Multisport card

• Private medical care

• Life insurance

• One-time reimbursement of home office set-up (up to 800 PLN).

• Corporate parties & events

• CSR initiatives

• Nursery discounts

• Financial support with trainings and education

• Social fund

• Flexible working hours

• Free parking

If your CV meets our criteria, you should expect the following steps in the recruitment process:

• Online behavioural test

• Telephone screen

• Job interview with the hiring manager

We are looking to hire as soon as possible so don’t wait and apply now!

You'll achieve more when you join HSBC.