Principal Service Engineer

The success of  Wealth and Personal Banking has allowed us to build on our position as one of the world’s largest and fastest growing wealth franchises. Significant effort has already been made towards the WPB strategy to deliver exceptional products, service, and experiences to our customers. WPB Tech Enabler Platforms enable all Value Streams and markets to bring their journeys to HSBC customers safely, efficiently at speed and at scale. (Mobile, DEP and SaaP) represent the front door to HSBC WPB across our global markets such that 40m customers can bank safely and securely with us. Without these platforms our customers cannot interact with HSBC for any of their digital retail banking needs.

Reporting into the Head of Service Reliability, Risks & Controls, the Principal Service Engineer will have the responsibility for ensuring service resilience, reliability, scalability and performance including recovery objectives are met for the software Services and solutions delivered underpinning our customers experience.

The responsibilities of the role will include operational support for services that require continuous monitoring and observability, rapid recovery from incidents, root cause analysis, post-mortems and subsequently driving improvements and preventative measures.

This  includes an ongoing focus on improvements in the way teams work, through streamlining processes, deployment, monitoring and deployment tasks and where possible through automation.

Security and compliance through adherence to controls is a critical factor for all our teams and a key area of focus for this role.

The position will work in partnership with Value Streams Leads to drive the best outcomes of our Platform performance to include Engineering best practices, ensuring a best in industry end to end experience and uptime of the services for our

Principle Accountabilities: 

·        Providing support and leadership across a globally dispersed population of Digital engineers embedded in a variety of agile teams around resilience, availability and performance of critical systems and services.

·        Leading incident response efforts, conducting root cause analysis and identifying preventative measures are delivered to minimise service disruptions.

·        Providing technical leadership and holding relationships with architecture, platforms and Value Streams to influence and agree approaches to ways of working, tooling and other design principles.

·        Working with Platform Value Stream Leads, providing oversight in driving resiliency and Platform stability across the Engineering landscape.

·        Represent Enabler Platforms across the broader WPB and Technology community in relation to Engineering controls, resiliency, and operational stability.

Operational Effectiveness & Control

·      Ensure technology goals are identified, communicated, documented, agreed and delivered in the most cost-effective manner.

·      Identifying key risks, issues and interdependencies and provide appropriate mitigation strategies.

·      Supporting audit / independent programme assessments as required

·      Ensure HSBC is not put at any operational or reputational risk.

·        Proven hands-on technical leadership in identification and resolution of all incidents associated with the Enabler Platforms.

·        Experience of working with Ops, Dev and Test Engineers to ensure operational issues (performance, operator intervention, alerting, design defect related issues, etc.) are identified and addressed at all stages of a product or service release / change.

·        Experience of agile at scale methods, using Scaled Agile and DevSecOps tools and processes 

·        Understanding of infrastructure as a code and software development methodologies and best practices.

·        Demonstrable success in understanding and delivering towards customer needs in large, complex organizations.

·        Knowledge of relevant tools and platforms (e.g., cloud platforms, web technologies, client-server technologies, continuous integration, and deployment), with an eagerness to learn about new and unfamiliar technologies.

·        Commercially aware and understands platforms, services and underlying processes to fulfill these needs.

·        Background in driving improvements in service resilience, service sustainability, and recovery time against objectives.

·       Accountable experience for service performance of end-to-end services delivered within the region (e.g., service SLA, MTTR, etc.)

Opening up a world of opportunity
 
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone -  no matter their gender, ethnicity, disability, religion, sexual orientation, or age.
We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.
If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:
Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500