AI Markets Global Production Support Manager – Digital Business Services Full-time

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HSBC Digital Business Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Digital Business Services combines global expertise and technology to help keep us ahead of the competition.

We are currently seeking a high calibre professional to join our team as an AI Markets Global Production Support Manager.

Principal Responsibilities

AI Markets Production Support Manager is responsible for overseeing the support and maintenance of AI Markets production systems. This role typically involves managing batman arrangement, ensuring system reliability, and addressing any issues that arise in a timely manner.

The Production Support Manager will be responsible for ensuring the stability, availability, and performance of AI Markets production systems. This role involves leading production support engineers, managing incidents, coordinating with development teams, and implementing best practices for production support. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work collaboratively across departments.

Key Responsibilities:

• Team Leadership: Manage and mentor production support engineers, providing guidance and support in troubleshooting issues and escalating problems, as necessary
• Incident Management: Oversee the incident management process, ensuring that all production issues are logged, prioritized, and resolved in a timely manner
• System Monitoring: Implement and maintain monitoring tools and processes to proactively identify and resolve system issues before they impact users
• Collaboration: Work closely with development, QA, and operations teams to ensure smooth deployments and minimize production disruptions
• Process Improvement: Identify opportunities for process improvements and implement best practices for production support, including documentation and knowledge sharing
• Performance Tuning: Analyze system performance metrics and work with relevant teams to optimize application performance and system resources
• Disaster Recovery: Develop and maintain disaster recovery plans, ensuring that systems can be restored quickly in the event of an outage
• Reporting: Generate regular reports on system performance, incident response times, and team productivity for senior management
• Customer Support: Act as a point of contact for key stakeholders and customers regarding production issues, providing updates and ensuring satisfaction

Requirements

• Bachelor’s degree in computer science, Information Technology, or a related field
• 5+ years of experience in IT support or production support roles, with at least 2 years in a managerial position
• Strong understanding of application and system architecture, databases, and networking
• Experience with incident management tools and monitoring solutions
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills, with the ability to work effectively across teams

Preferred Skills:

• Experience with cloud environments (AWS, GCP, Azure, etc.)
• Familiarity with at least one programming languages (Java,Python)
• Experience in Agile/Scrum methodologies

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