Associate Vice President Application Support

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Business Descriptor:

International Wealth and Premier Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs.  International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

Job Summary:

We are looking for AVP of Tech Application Support to ensure availability, and reliability of HISL’s retail broking platforms (Mobile Apps, Web Browser, and Desktop application). You will be responsible for maintaining the health of our front-end trading applications, Order Management Systems (OMS), and back-office applications.

In the fast-paced Indian stock market, milliseconds matter. The ideal candidate will have deep technical troubleshooting capabilities combined with a strong understanding of Indian capital market operations (NSE/BSE connectivity, protocols, and APIs) to ensure our retail clients experience zero friction during their trading and investing journeys.

Core Responsibilities & Duties

●      Production Support & Incident Management

• • Issue Resolution: Serve as the primary escalation point for critical production issues related to the trading platform, including login failures, real-time market data (tick data) latency, and order routing glitches.
  • Incident Command: Lead the war room during P1/P2 incidents during live market hours. Ensure rapid restoration of services and communicate effectively with the Dealing Desk, Customer Support, and Risk teams.
  • Root Cause Analysis (RCA): Conduct thorough RCAs for application crashes or latency spikes and collaborate with the core development/engineering teams to deploy permanent fixes.

●      Exchange Connectivity & Trading Systems Management

• • OMS/EMS Maintenance: Support the Order Management and Execution Management Systems. Troubleshoot issues related to order rejections, partial fills, and trade confirmations.
  • Protocol Support: Manage and troubleshoot protocol connectivity between HISL’s trading engines and the National Stock Exchange (NSE) and Bombay Stock Exchange (BSE).
  • API Integrations: Monitor and maintain seamless API integrations with external ecosystem partners (e.g., KRA, Depository, Market Data).

●      Release Management & Exchange Mock Trading

• • Mock Trading Sessions: Lead the application support team's participation in mandatory Mock Trading sessions conducted by NSE and BSE to test system resilience and new exchange functionalities.
  • Deployment & UAT: Coordinate with QA and DevOps teams to manage the safe deployment of new app releases, patches, and updates into the production environment without disrupting live market operations.
  • Change Management: Ensure all application changes follow strict ITIL change management processes and SEBI's algorithmic trading/system update guidelines.

●      Application Monitoring & Performance Tuning

• • Proactive Monitoring: Utilize Application Performance Monitoring (APM) tools to monitor application health, API response times, and database query performance.
  • Capacity Planning: Monitor server and application loads during high-volatility events (e.g., Budget Day, Election Results, or F&O Expiry days) and scale resources dynamically to prevent system freezing.

●      Process Improvement

• • Knowledge Base (KEDB): Develop and maintain a Known Error Database (KEDB) and standard operating procedures (SOPs) to empower Customer Support to resolve basic tech queries faster.

Mandatory Qualifications & Eligibility

• Education: B.Tech / B.E. in Computer Science, Information Technology, or a related technical field.
• Experience:

• • 8-12 years of overall experience in IT Application Support or Software Engineering.
  • Minimum 4-5 years of hands-on experience exclusively within the Indian Stock Broking or Capital Markets industry (supporting Retail/HNI trading applications).

• Domain Knowledge:

• • Strong understanding of the Indian market ecosystem (Equity, F&O, Currency derivatives).
  • Familiarity with End-of-Day (EOD) and Beginning-of-Day (BOD) processes for Indian brokers.

Preferred Skills & Competencies

• Technical Skills:

• • High proficiency in reading and troubleshooting FIX logs.
  • Strong command for database querying and data patching
  • Scripting skills (Python, Shell/Bash) to automate repetitive support tasks.
  • Experience navigating and debugging on Linux/Unix server environments.

• Certifications:

• • ITIL v4 Foundation or higher.

• Soft Skills:

• • Exceptional ability to remain calm and think analytically under extreme pressure during live market outages.
  • Clear and concise technical communication skills.

Pro-tip : Familiarity with AI-enabled tools is an advantage.

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.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India