IT Service Owner,Major Incident Management)/Associate Director, Software Engineering

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Associate Director, Software Engineering.

• Act as the accountable IT Service Owner (or delegate) for critical Core Banking services, ensuring 24/7 availability, stability, and operational resilience of enterprise applications.
• Own service governance and control adherence, ensuring incidents are prioritised, root cause is driven at pace, and actions are documented, assigned, tracked, and delivered to agreed service levels.
• Lead oversight of complex problem cases and major incidents, ensuring cross-team collaboration, clear decision-making, and timely stakeholder communications through to closure.
• Identify incident trends and systemic risks, triggering deep-dive reviews with engineering teams and translating findings into measurable service improvement outcomes. Explore and adopt opportunities for usage of AI productivity tools.
• Provide leadership input into Service Improvement initiatives, Major Incident Reviews, and incident retrospectives, ensuring lessons learned are embedded and repeat issues are reduced.
• Partner with business stakeholders and auditors to address service-impacting risks and deliver service enhancements, balancing operational safety with delivery pace.
• Govern backup and recovery processes and support failover/role swap activities to protect data integrity and maintain high availability.
• Drive audit readiness and closure of audit findings by defining corrective actions, overseeing implementation, and providing evidence and technical input for internal/external audits. 

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

• Strong leadership experience in Information Technology (IT) service management and/or incident/problem management for business-critical banking platforms.
• Strong working knowledge of Information Technology Service Management (ITSM) processes and service governance, including incident, problem, change, and continual improvement.
• Experience using service management tooling such as ServiceNow, Jira Service Desk, or equivalent global service desk platforms. Strong understanding of production operations, including backup/recovery, high availability, and continuity practices for critical services.
• Proven capability to automate manual activity and reduce toil. Understanding of SRE principles and how they can be applied
• Strong understanding of Agile principles and workload prioiritisation. Proactive approach to work and a capability to manage multiple priorities
• Ability to interpret technical topics (including IBM iSeries and Core Banking environments) and translate them into clear risk/impact narratives for senior stakeholders.
• Knowledge of compliance frameworks and audit standards, with proven ability to manage audit actions through to closure.Excellent communication skills with the ability to influence across teams, manage ambiguity, and drive outcomes in a fast-paced environment.
• Willingness to participate in an on-call rota to support service impact assessment and restoration leadership when required.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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Issued by – HSBC Software Development India