Production Support Analyst - Jobs in Toronto, ON

Job Description

HSBC is following Canadian government guidelines to stop the spread of COVID-19. We are keeping our customers, employees and job applicants safe through enhanced safety protocols undertaken at our branches, remote working where possible, and video / telephone interviewing.Opening up a world of opportunity.We're a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.We’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.HSBC Global Services Canada Limited (HGCA), is a subsidiary of HSBC Global Services Limited, owned by HSBC Holdings plc. HGCA provides operational services to countries across the HSBC Group which is the largest and leading international bank in the Canada.We help companies and individuals across Canada to manage their finances through three global business lines: Commercial Banking, Global Banking and Markets, and Wealth and Personal Banking.It’s this global connectivity that you will find yourself inspired and collaborating with colleagues not just locally but also across continents and cultures.About Global Banking & Markets, ITGlobal Banking and Markets (GBM) provides financial services and products to corporates, governments and institutions worldwide, building partnerships with them to help them achieve consistent, long-term performance. We use the strength of HSBC’s international network to connect emerging and mature markets, covering key growth areas. Our products and services include advisory, financing, prime services, research and analysis, securities services, trading and sales, and transaction banking.The Global Banking and Markets Technology team is dedicated to supporting Global Banking and Markets by working in partnership with business leaders who rely on us for delivering innovative, robust, stable platforms to enable their investment and financial solutions for clients. Join Global Banking and Markets Technology and be part of the global connectivity, collaboration and team that spans across 20 countries. The total number of successful production releases surpass some of the biggest blue chip tech companies. Canada is a key location in Global Banking and Markets Technology’s global growth strategy and is receiving global attention for its deliveries.About the roleMarkets and Securities Services IT department provides technology solutions to support its Global Banking and Markets business worldwide. Within the department, Finance IT team is responsible for providing production services to end users. Finance IT is a specialist team dedicated to the design and implementation of software for use by primarily (but not limited to) the Product Control (Finance) department of HSBC. The software solutions include calculation of derivative fair value adjustments, quantitative tools for other related valuation activities, and software to enhance the control framework of the bank. We are looking for flexible, talented, driven, creative analyst who are keen to learn and progress their career within the exciting and rewarding financial sector on the full software development life cycle.Finance IT Support Service has ‘follow the sun’ support model in place operating single global team. Teams are located in Canada, Poland, Guangzhou, UK, US and India. Collaboration and coordination with Global Teams is essential for providing support for Global Users.Responsibilities:Monitoring and AlertingUse monitoring tools to manage applications and respond to technical alerts raised.Closely monitor repeat incidents to ensure that problem management is alerted and knowledge management is kept up to date.Incident and Problem ManagementIncident Manage and coordinate all raised incidents and service requests that have been escalated to other teams with the authority to ensure SLA’s and procedures are adhered to and appropriate tracking & root cause information is updated/recorded prior to closure.Participate in Major Incident Reviews and Service Improvement Programs as required.Locate root cause of the incidents, review and assess if problem management required, and update incident/problem tickets.Work with Problem Management team to proactively avoid incidents.Assessment and PrioritizationCorrectly & efficiently categorize and prioritize all incidents and service requests, using standardized processes raisedEnsure that requests and incidents impacting critical business lines are assessed and escalated quickly to ensure minimal disruption and impact.Ensure relevant stakeholders are informed of known escalations where appropriateIssue INS / flash reportKeep stakeholder up to date on the status of the issuesCommunicate to other stakeholders or other service owners to prevent same issue from happening to other servicesLook up knowledge database for the procedures to handle the incidents and answer service requestsProvide solutions to users/business through the resolution of Incidents and Problems.Execute the procedures with necessary approval is understood and collectedContact other teams for resolution (e.g. vendor, infrastructure team)Coordinate with incident management team to involve to facilitate the service recoveryIncident OwnershipIncident Manage and coordinate all raised incidents and service requests that have been escalated to other teams with the authority to ensure SLA’s and procedures are adhered to and appropriate tracking & root cause information is updated/recorded prior to closure.Collect the root cause and track for completion of corresponding problem ticket.Correctly & efficiently record and process all incidents and service requests in line with processes and proceduresResponsible for updating the Knowledge Management database with all relevant information relating to tickets resolvedEnsure accuracy of the recording and metricProduce MI as required and analyse, as to identify any risks and/or achievementOwn the relationship with the business for the requestAcknowledge and respond to users/business promptlyHandle and resolve customer complaintsCollect and validate information from business that are necessary for further investigationClarify business impact on incidentsKeep users/business up to date on the status of the queries/issues reportedInform users/business on any events or activitiesEnsure completion of user/business verification posted service recoveryMaintain key business relationships with users to allow quick assessment of requests and incidents.Coordinate DR testsReport service target breach and monitor service metrics, report and initiate corrective actionsIdentify threats and vulnerabilities and risks, categorize, estimate probability and escalateContribute ideas on more efficient business-IT operations, turn ideas into actions / plansUAT testing and sign-off of all support related items that will be deployed in production.QualificationsRequirements:2+ years of experience in working in large, fast-paced environments.Shift operation, on call serviceFluency in English both spoken and writtenA good understanding of Financial Markets, Derivatives and Banking would be seen as a strong positive but is not essential.Proactivity and drive to constantly develop and learn new skillsEffective team player with excellent communication skillsExperience in an Investment Banking IT Environment. Working experience on Finance Systems and good understanding of Finance functions such as Product Control, Financial Control and Regulatory preferred.Logical thinkingGood problem solverTeam PlayerMandatory Skills:SQL Server, Oracle PL/SQL relational databases, SSISUnix scriptingGood understanding of IBM MQ, XML, JavaOptional Skills:C# .NETUnderstanding of ITIL conceptsScheduling tools such as Control-MWebSphere Application ServerGeneos, Grafana Monitoring ToolShell ScriptingConnect Direct technology (for File transfers)You’ll achieve more when you join HSBCHSBC 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.Disability related accommodations during the interview process are available upon request - please reach out to Matt Woods, our Diversity Recruitment Relationship Manager at matthew.r.woods@hsbc.ca . Support and accommodations are also made available for employees with disabilities at HSBC.