Operations Engineering

Investigate system failures and incidents across supported services. Coordinate and communicate with Business and IT teams (including engaging IMT to assign an Incident Manager). Perform root-cause analysis (RCA) and implement production fixes. Ensure adherence to SLAs and service delivery procedures aligned to ITIL. Work UK shifts and provide on-call support as required. Operate effectively within a global/virtual, multi-region team, including under pressure. Follow Incident / Problem / Change / Release management processes as applicable. Monitor and drive ticket progression using dashboards (RTC/QlikView). Execute structured handovers to the next Senior Ops Engineer at shift change. Produce clear English documentation and reporting (e.g., reports, training materials) and bring banking/payments domain knowledge (e.g., SWIFT, Payment & Cash Management) as an advantage. Good knowledge in JCL, DB2, CICS & COBOL is essential. Knowledge and understanding of IT Infrastructure is essential. Proficiency in English spoken and written Basic knowledge of MQ is preferable Exposure to testing and support tasks is preferable. Knowledge on HSBCnet/Connect systems is preferred. Proven experience in Production Support, Service Management / Service Ownership Good knowledge of change management, risk management, and disaster recovery Knowledge of Production Support processes and procedures Strong process implementation and management skills ITIL Accreditation (preferable )