GSC: Service Operations WiFi Incident Manager

Job title:

GSC: Service Operations WiFi Incident Manager

Company:

HSBC

Job description

Job Advert DetailsSome 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.Your career opportunityWe have a unique opportunity for you to join our Connectivity team which provides the network and Call Centre infrastructure across 55 countries. Your role will be to provide leadership and drive on Incident calls when service impacting issues occur. Supporting Platform engineers, ensuring we have correct people on the crisis call and driving restoration of the impacted services. Providing communication and governance to the issues. Other duties will be to constantly look at improvements to our services, processes, using data analysis to allow us to be more proactive to fault identification going forward. This role will allow you to really make a difference to the stability of our infrastructures and services we provide to our businesses.What you’ll do

• Primary Responsibility is to drive and own the resolution of service impacting issues that occur on WiFi infrastructures.
• Provide Incident Management support for other Telecoms Technologies when required.
• Work with other IT teams and Incident Management during crisis and provide ongoing support as required.
• Work as part of a global team of Service Operations managers.
• Review all Incidents that come into Connectivity, analysing the data and working with the wider teams to implement best practice or improvements
• Work within global diverse team of engineers and vendors to provide support on a “follow the Sun” basis.
• Drive down infrastructure service outages and repeat failures. Chair/Support Connectivity Incident Post Incident Review meetings. Ensure global standards are set and adhered to. Work with Service Providers, ensuring contractual service is delivered and work on Continuous Improvement.
• Be willing to provide on-call support on a rotational basis – which is financially rewarded.

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

• Strong Incident Management skills.
• A Technical background – Networks would be good but not essential.
• Strong drive to improve the services we provide.
• Need to be a good team player and able to collaborate at all levels.
• Experience of Working to ITIL/Agile Standards/Framework
• Strong communication skills and be able to communicate at all levels within the business

What we offer

• Competitive salary
• Annual performance-based bonus
• Additional bonuses for recognition awards
• Multisport card
• Private medical care
• Life insurance
• One-time reimbursement of home office set-up (up to 800 PLN).
• Corporate parties & events
• CSR initiatives
• Nursery discounts
• Financial support with trainings and education
• Social fund
• Flexible working hours
• Free parking

If your CV meets our criteria, you should expect the following steps in the recruitment process:

• Online behavioural test (for external candidates only)
• Telephone screen (for external candidates only)
• Job interview with the hiring manager

We are looking to hire as soon as possible so don’t wait and apply now!You’ll achieve more when you join HSBC.We thank all interested candidates for their applications. We reserve the right to contact only selected candidates.In case you would like to resign from participation in recruitment process or withdraw previously sent to us application, please email us at: krakow.recruitment@hsbc.com

Expected salary

Location

Polska

Job date

Wed, 28 May 2025 05:59:35 GMT

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