HSBC Technical Services EuropeI provide operational support and manage recovery of major incidents to over 1500 services within all tiers of the banking infrastructure. The services supported are often global with many geographical regions affected with co-ordination between these regions being vital to recovery. Services include both online transactional systems and major batch processes feeding into many systems from many different technologies as well as payment systems that… Show more HSBC Technical Services EuropeI provide operational support and manage recovery of major incidents to over 1500 services within all tiers of the banking infrastructure. The services supported are often global with many geographical regions affected with co-ordination between these regions being vital to recovery. Services include both online transactional systems and major batch processes feeding into many systems from many different technologies as well as payment systems that connect to external financial institutions. This is a direct report role into the Operations shift manager who is responsible for the provision of those services. My role includes facilitation and chairing of crisis calls which were used to coordinate all technical areas as well as business communication and an assessment of financial, reputational and regulatory risk. These calls often require the input of over 30 people many of whom had differing first languages. It is a role that requires concentration, listening skills, technical understanding, communication skills, negotiation, risk assessment, prioritisation and decision making all under extreme pressure. I am also required to have a close relationship with my colleagues from problem and change management and this leads to an effective coverage of service issues covering both fast recovery and long term service improvement by iterative fixes.I am currently HSBC's UK Incident Management lead for the migration of the Middle East IM function during hours not covered by local colleagues. This is a relationship management, technical and procedural role. On a daily basis I help to avert crises within the bank's services and to consolidate the 24x7 nature of global services. Show less

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