Service Manager

Service Manager Miejsce pracy: Kraków Technologies we use Expected Python Microsoft Azure AWS Splunk AppDynamics Kibana Jenkins GitHUB Nexus Operating system Linux About the project Enterprise Technology brings together all areas of financial crime risk management at HSBC including anti- money laundering, transaction monitoring, screening, risk assessment etc. and is dedicated to implement the most effective global standards to combat financial crime. Risk & Compliance technology design and deploy cutting edge technology to defend the bank and its customers from Sanctions Risk, Financial Crime Risk, Identity Threat, Unauthorised Trading and Market Abuse & Regulatory Sanctions, as well as supporting Enterprise Risk Management. We provide the systems that enable our global businesses to grow through data-driven, pro-active risk management. The role of the Service Manager is to provide technical leadership and ongoing support for complex technologies. Your responsibilities Provide technical leadership and ongoing support for complex technologies and services to ensure their resiliency. Manage the team, establish a relationship with direct peers, lead team meetings, support team members, plan team rotation all year including weekly and weekend on-call, Vacation, sick leaves, Christmas breaks. Run Internal Change Review to ensure best change practices are in place and follow Mandatory Change Requirements and manage ITIL Service operation processes including event management, incident management, problem management and upgrades coordination. Drive automation initiatives, be a liaison between team, management, IT service owners and developers. Find solutions to improve daily operations. Address bottlenecks using best problem management practices and act as service recovery manager in a situation if service experiences a degradation of a service following major system or software related failures. Delegate activities, participate and run crisis calls including all necessary teams. Provide trainings to ensure smooth knowledge transition of services and provide trainings to team members and development teams and maintain service documentation. Provide daily global production service quality, problem and recovery management, and platform availability, facilitate changes, identify, acknowledge and prevent risks. Be responsible for implementation of standard processes across IT systems and teams and act as an escalation point when helping in resolving technical issues, additionally determine and agree on requirements for new services being introduced into production. Our requirements Proven experience in the computer science or related field with a minimum of 5 years working experience in IT. Required to have non-technical, soft skills that include how you manage daily work: Time management, problem solving, adaptability, teamwork, leadership, attention to detail, ability to find solutions rather than problems, networking, and conflict resolution. Must have 'can do' attitude and a solution mindset. Have experience using Jira, Kanban Board, Confluence and ServiceNow. Must have experience in managing and resolving complex issues, preventing escalations and risks, handling crisis effectively. Ability to work independently and have strong team building skills. Strong analytical skills. Natural curiosity and will to make a difference and an impact. Experience in Agile in terms of ways of working We are looking for technical candidates with a desire to have deep understanding ability to dive in and ask questions and following skillset: Linux server administration with exposure to bash scripting Oracle database 19c knowledge Python scripting Big Data Analytics platforms such as Hadoop Cloud Platforms – GCP/Azure/AWS Scheduling tools such as Control-M Splunk, AppDynamics, Kibana CI/CD pipelines experience - Jenkins, GitHUB, Nexus Proficient in IT service recovery and quality management disciplines Experience in ITIL Service operation processes including event management, incident management, problem management and upgrades coordination. ITIL Certification will be considered a plus. 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 Benefits sharing the costs of sports activities private medical care sharing the costs of professional training & courses life insurance remote work opportunities flexible working time integration events corporate sports team retirement pension plan corporate library no dress code 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 In-office gym Recruitment stages Online assessment Phone interview Job 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 63 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. Thank you for interest in HSBCBefore you apply, please note that we will take into the consideration only applications that include the following statement:."I hereby declare that I have familiarised myself with the Privacy Statement for Applicants published at http://www.about.hsbc.pl/careers and I give my consent to use my personal data included in my application for the purposes of recruitment in HSBC Service Delivery (Polska) Sp. z o. o. according to the rules described in the Privacy Statement for Applicants, as per the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (GDPR).".Due to the high number of applications, we reserve the right to contact selected candidates onlyIn case you would like to resign from participation in the recruitment process or withdraw previously sent application, please email us at: krakow.recruitment@hsbc.com.