Senior Production Support Engineer

HSBC

  • Shanghai
  • Permanent
  • Full-time
  • 30 days ago
Job descriptionDigital Business Services (DBS)Our GCIO organisation plays a critical role for the bank. This team partners with the businesses to build the platforms, systems, and products that our customers use every day. We keep people's money and data safe, and are at the forefront of driving innovation for our businesses, customers, and colleagues.We are currently seeking an experienced professional to join our team.In this role, you will:Incident Management:
  • Monitor, troubleshoot, and resolve production incidents for local and global banking applications in a timely manner to minimize downtime.
  • Provide L1 and L2 support, including initial triage, diagnostics, and resolution, and collaborate with application support teams and vendors for partial L3 support to address complex issues.
Global and Regional Coordination:
  • Act as the primary point of contact between local teams in China and global/regional system teams, including SRE and DevOps teams, to ensure seamless incident resolution and system alignment.
  • Coordinate with global teams to manage incidents affecting distributed banking systems, ensuring consistency in processes and standards.
Collaboration:
  • Work closely with application support teams to resolve escalated issues and implement fixes for production systems.
  • Engage with the bank's operation resilience project team to align on initiatives for system robustness, disaster recovery, and regulatory compliance.
  • Collaborate with internal IT/tech center staff and external vendors to manage service-level agreements (SLAs) and ensure effective incident resolution.
Problem Management:
  • Lead post-incident root cause analysis (RCA) and coordinate with problem management teams to identify and implement preventive measures.
  • Drive initiatives to reduce recurring incidents and improve system stability.
Monitoring and Reporting:
  • Oversee monitoring systems (e.g., Splunk, Nagios) to proactively detect issues and analyze performance metrics.
  • Provide regular reports to senior management on system health, incident trends, and SLA adherence.
Process Improvement:
  • Enhance support processes, tools, and documentation to improve operational efficiency and response times.
  • Collaborate with SRE and DevOps teams to integrate automation and resilience practices into production support workflows.
Compliance and Security:
  • Ensure compliance with China's regulatory requirements (e.g., Cybersecurity Law, data localization) and global banking standards.
  • Work with security teams to protect sensitive financial data during incident resolution.
Team Leadership:
  • Manage and mentor a team of production support engineers, fostering a culture of collaboration, accountability, and technical excellence.
  • Ensure team readiness for on-call support and efficient incident handling.
RequirementsTo be successful in the role, you should meet the following requirements:
  • Education:
Bachelor's degree in computer science, Information Technology, or a related field. Advanced degrees or certifications (e.g., ITIL) are a plus.
  • Experience:
Minimum of 5 years of experience in IT production support.
Proven experience supporting complex banking applications in a global banking environment.
Experience in L1/L2 support and coordination with application teams/vendors.
  • Technical Skills:
Systems: Strong knowledge of Linux/Windows for system administration and troubleshooting.
Monitoring Tools: Proficiency in Splunk, Nagios, Zabbix, or similar for real-time system monitoring.
Scripting: Basic scripting skills in Bash, Python, or PowerShell for automating support tasks.
Database: Familiarity with SQL (e.g., MySQL, Oracle) for querying and troubleshooting database issues.
Networking: Understanding of TCP/IP, DNS, and firewalls for diagnosing connectivity issues.
Incident Management: Experience with Jira, ServiceNow, or Remedy for tracking and resolving incidents.
Banking Systems: Knowledge of banking applications and regulatory compliance in China.
  • Communication Skills:
Excellent verbal and written communication skills in English and Mandarin to engage with local teams, global/regional SRE and DevOps teams, vendors, and the operation resilience project team.
Ability to communicate technical issues clearly to non-technical stakeholders, including bank operations and compliance teams.
  • Soft Skills:
Strong problem-solving skills and the ability to perform under pressure during critical incidents.
Proactive mindset with a commitment to driving operational excellence and process improvement.
  • Additional Requirements:
Willingness to participate in on-call rotations for critical incident support.
Ability to work across time zones to coordinate with global and regional teams.
Strong understanding of banking systems and compliance with local and global regulations.You'll achieve more when you join HSBC.
www.hsbc.com.cn/careersHSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within and inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. /JJIssued by HSBC Bank (China) Company Limited

HSBC