Service Manager

Technologies we use

About the project

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
• doctor’s duty hours in the office
• 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

• 1.
  Online assessment
• 2.
  Phone interview
• 3.
  Job interview
• 4.
  Welcome to HSBC!

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