Manager It Service Management

Job ID
202020
Location
Jakarta, Indonesia
Area of interest
Technology
Job type
Permanent - Full Time
Work style
Hybrid Working
Opening date
24-Aug-2023
Closing date
24-Sep-2023
Job Advert Details
Some Careers Shine Brighter Than Others.
If you're looking for a role that will help you stand out at HSBC, take a look at how you can fulfil your potential.
HSBC Digital Business Services (DBS) is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. DBS combines global expertise and technology to help keep us ahead of the competition.
We are currently seeking an experienced professional to join this team in the role of Associate Manager/Manager IT Service Management.
Responsibilities:

• Produce Incident Comms in timely manner with correct priority level.
• Other aspects of responsibility including the Problem Management, Change Management and Service Management.
• Take a risk-based approach in applying the Change Management systems in IT to maximize value add.
• Work with related support team to find the root cause of IT related issues, and work together with the Business to identify the received customer complaint, internal, etc.
• Alert monitoring and maintain IT services availability according to the agreed service level.
• Facilitate Service Recovery in timely manner.
• Apply a risk-based prioritization approach in seeking detail in response to incident and problem occurrences. Drive to a sustainable problem resolution.
• Keep clear and timely communication to stakeholders for any service outage or degradation through standard tools.
• Prioritise customer needs in the change and service recovery process by minimizing impact to the Business processes.
• Maintain good relationship among support team and stakeholder to avoid any conflict thus expected service recovery will happen at soonest.
• Minimise financial loss for the Bank due to prolonged incident handling.
• Lead the service recovery process by implementing the principles and processes of proper Incident Management.
• Work with related stakeholders to analyse the impact from incident event to anticipate the next step while recovery process is being done.
• Prioritise incident based on impact severity and urgency caused by that particular incident.
• To ensure consistency and accuracy of response and the implementation of sustainable resolutions.
• Implement rigorous incident and problem management processes and reporting across all IT service providers.
• Identify areas to improve the process and engage related support teams to implement changes.
• Synergy with Global and Regional support team to applying standard incident handling approach, whenever applicable.
• Minimise impact to IT services, particularly services that accessible by Customers directly, in any of change, incident handling and continuous improvement activities.

Qualifications
To be successful in this role, you should meet the following requirements:

• Understand Service Management aspects, particularly Incident, Problem, Change and Service Management is a must, certified in ITIL and having experience work on this area would be advantage.
• Strong Risk Management capability – identification, mitigation, and control.
• Strong and broad technologies knowledge, including hardware, software, networks, operations, relationship among systems, backup systems, Core Banking system, infrastructure, IT Security, etc.
• Proven track record with at least 2 years of experience in service management function role
• Strong Leadership, Negotiations, Inter-personal and People Management.
• Excellent team player, able to engage others into action, and to work under minimum supervision.
• Strong capability in business writing and presenting.
• Excellent communication and influencing skills (in Bahasa Indonesia and English).
• Exceptional analytical and lateral thinking and able to find logical solutions to problems through any possible solution, tactical and permanently.
• Capability to handle multi tasks, large volumes of data, and to work under pressure but still able to maintain the performance.
• Good knowledge in IT governance and regulations.
• Good knowledge and understand the business processes, experiences work in Business operations would be advantage.
• Strong Time Management skill.
• Available to work in agreed shift and on-call basis for weekend and holiday.
• Well organized and good in documentation.
• A Bachelor degree or equivalent.

You'll achieve more at HSBC
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.