Role Purpose / Description:
The role is based within the Cloud Services & Virtualisation Global Support team of the Cloud Services Virtualisation & Storage Domain in ITID Enterprise Services. The role of the Global Support is to be part of a team delivering Global support and provisioning activities across the domain for traditional Virtualisation, IaaS and PaaS technologies.  The successful applicant will be in undertaking all processes and procedures that underpin an effective and efficient support capability. 

Your responsibilities will include:
1. 1st – 3rd Line Production Support for the domain
2. The primary responsibility of the role is to deliver and provide technical support for IT technologies, ensuring customer delight while conforming to high quality standards and best practices, maintaining and improving SLA’s, and ensuring compliance to HSBC policies at all times
3. Deliver Infrastructure and software provisioning for the domain
4. Technical project management of delivery across domains
5. Drive capacity and performance management capability for the domain in conjunction with engineering
6. On-boarding projects to the platform whilst providing SME guidance & knowledge
7. Ensure SLA commitments are met, and escalate accordingly
8. Ensure ISR policies and procedures are adhered to
9. Incident Management, ensuring all root causes are followed up with engineering / vendor
10. Work with Engineering and operations to ensure our environment is monitored appropriately
11. They are also responsible for the successful maintenance of the supported environments through regular monitoring of technical systems to ensure system stability and performance is at the highest possible levels and to actively participate to achieve organisational objectives for efficiency.
12. The role holder must also drive operational excellence across our businesses worldwide, achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations.

Knowledge & Experience / Qualifications

1.Relevant product knowledge including knowledge of VMware technologies & products, scripting, automation.

2.Deep technical understanding of IaaS, PaaS, software defined networking and Virtualisation

3.Existing proven technical skills covering Operatioanl deployment and support of PCF & public cloud consumption

4.Excellent & proven technical project management skills

5.Experience working in relevant environment/s, i.e. It infrastructure support

6.Experience working in relevant market/context, i.e. Cloud Services and Virtualisation

7.Past working experience on relevant systems, i.e. Virtualisation technologies, automation, Storage, networks

8.Experience of using relevant software packages, i.e. Global service desk

9.Availability to work out of hours if necessary, i.e. on call support / change implementation tasks

10.Availability to undertake the travel required for this role, i.e. Ad

11.Hoc as needed to visit other HSBC offices

12.Excellent English Language skills, both spoken and written, with experience of adapting your style and approach to the audience and message to be delivered