• Head of Service Management Engineering / SPM / IT Infrastructure Delivery Jobs in Hyderabad,India - 25152189

  • HSBC
  • Save Job
  • 12 - 15 Years
  • Posted : 21 days ago

Job Description:

The primary responsibility of the role is to oversee all aspects of key Service management tooling, which includes the tools for Service Desk Management, Hardware Asset Management, Software Asset Management, Configuration Management, Capacity Management, Incident Management and Notification infrastructure Ensuring delivery of solutions in a timely manner to support the requirement of these key Service Management area Ensure compliance to HSBC polices at all Ensure all service management tools are operated at the optimal level Contribute to organization efficiency and cost saving objectives if applicable

General Knowledge & Experience

12 years of total IT experience out of which minimum 3 years in Service Management tools

Good knowledge of Service Management disciplines, based on ITIL model

Good knowledge of DevOps/Agile principles

Good knowledge of latest technology developments

Personal Experience and Skills

Hands-on experience of managing a global team and capability to work across different time zones

Hands-on experience leading all stages of system development efforts, including requirement gathering, design, architecture, testing and support

Experience in managing vendor relationship

Pro-activeness in driving the service management solutions to address the requirement of various service management disciplines

Have high quality mind-set and ensure application infrastructures are operating at optimal level and reduce infrastructure complexity

Manage and analyse business stakeholder requirement and define Service Management product roadmaps

Technical Skills

Experience in Windows and Linux Operating System

Experience in database and middleware including Microsoft SQL, Oracles, WAS and IIS

Knowledge in API development and build interfaces across different infrastructure tools

Knowledge in CyberSecurity and managing security vulnerability issues

Additional skills (optional)

ITIL foundation certificate required

ITIL certification (Manager / Expert-Level equivalent) desirable

Impact on the Business / Function

Service Delivery & Support

Align to business partners goals for the Technology / Domain / Project and deliver goals as per agreed schedules & specifications

Deliver the solutions / deliverables per the agreed requirements with regards to project timelines

Perform Project Management activities as may be applicable in the project

Efficiency & Cost Savings

Identify sustainable cost savings & efficiency gains that can be achieved by removal / reduction of direct or by reduction in FTE requirement through automation of manual tasks, removal of duplicate tasks, improvements in processes

Customers / Stakeholders

Stakeholder Engagement

Understand & analyse changes in technology & process across the Group / regions that would impact development & support of builds & tools

Work with different process owner in identification & implementation of solutions to improve customer satisfaction

Manage vendor relationship for all the tools supplied by vendors


Communicate project updates / progress, action plans / issues on timely basis

Participate in crisis call and other global calls for support & delivery of domain goals

Escalation Management

Proactively identify problem situations and resolve to give maximum customer satisfaction

Timely and appropriate escalations and where necessary, appropriate measures are taken to improve and sustain high quality and prevent recurrence

Leadership & Teamwork

Functional Management

Provide technical leadership with a view of taking ownership of technical deliverables

Handle technical escalations for team

Knowledge & Best Practice Management

Conduct relevant training sessions to develop skills of team members that would benefit in their day to day job / increase all round awareness of various technologies, standards & processes in project Training sessions to be conducted with appropriate training material & hands on labs

Prepare new best practices, technical and processes documents

Create / Maintain knowledge base through documentation or video

Develop & enhance your knowledge by way of courses, trainings, certification & hands on experience

Operational Effectiveness & Control

Risk Management

Mitigate and record risks early to ensure minimal and/or no impact to project deliveries

Evaluate and track operational risk associated with the role

Ensure contingencies are planned within all activities


Compliance to applicable FIM procedure

Compliance to Information Security & Risk guidelines

Strict adherence to all regulatory issues and compliance of all internal controls

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Banking
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 19th May 2020

Key Skills:

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