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Major Incident Manager

Company: HSBC
Location: Jersey City
Posted on: September 23, 2022

Job Description:

Job description At HSBC, the health and well-being of our employees remains of utmost importance. Many of our roles are permitted to work from home (in states in which HSBC is licensed to operate) until further notice. Upon resumption of normal operations, this role may be performed at our Depew, New York office. Major Incident Management processes & procedures to efficiently manage and communicate the recovery of IT services. Capture accurate incident lifecycle landmarks & drive improvement of recovery times. The role holder will lead service recovery of incidents of any threat level, facilitating both technical and business calls with key teams and stakeholders. Build and maintain effective working relationships with IT colleagues and business partners. The HSBC IT environment is very complex comprising a wide variety of platforms & environments in a 24x7x365 model and incidents must be either fixed or circumvented within agreed service levels, failure to recover the services in line with agreements can severely impact the group's profitability & reputation. Key Responsibilities Facilitate Service Recovery Facilitate Business Engagement Facilitate Management Escalation Calls Issue Incident Summaries Maintain oversight of in-flight incidents Major Incident Manager Team Leadership Execution of the Incident Management Practice Practice Design and Development Requirements Employment eligibility to work with HSBC in the U.S. is required as the company will not pursue visa sponsorship for these positions. ITIL certification qualification at a minimum of foundation level Background of working within the IT Service Management discipline Working knowledge of Major Incident Management lifecycle events Evidence of communicating complex incident detail in a manner that is consumable by senior executive management Ability to drive technical resolution of incidents under pressure Employment eligibility to work with HSBC in the U.S. is required as the company will not pursue visa sponsorship for these positions As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming, diverse and inclusive work environment. You will be empowered to drive HSBC's engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You'll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. PDN-96efedf5-65de-4739-80ce-10f835f70268

Keywords: HSBC, Jersey City , Major Incident Manager, Executive , Jersey City, New Jersey

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