Digital Incident Triage Specialist
HSBC Group
Vancouver, BC, Canada
8d ago


HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the largest and leading international bank in the Canada, with assets of US$2,522bn as at 31 December, 2017.

HSBC serves customers worldwide through an international network of around 3,900 offices in 67 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North AfricaWe help companies and individuals across Canada to manage their finances through three global business lines : Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management.

It’s this global connectivity that you will find yourself inspired and collaborating with colleagues not just locally but also across continents and cultures.

Global 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 GBM Technology team is dedicated to supporting GBM 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 GBM 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 GBM Technology’s global growth strategy and is receiving global attention for its deliveries.

Key Objectives for Senior Engineer : In a typical DevOps model, cross functional teams are responsible for supporting the applications they build through the whole service management lifecycle including 24 x 7 production support of their services.

During HSBC’s transformation in to full DevOps mode it has been identified that the cross functional teams need support and guidance in the Ops part of DevOps.

In Digital we are calling this DevOps with Stabilisers and an Incident Triage team has been formed to guide cross functional teams through incident management, production support, monitoring and alerting.

The HIT team currently has an opening in our Vancouver team to provide 24 x 7 support to our global DevOps teams. Job Description We are looking for a Digital DevOps Incident Triage specialist who will likely have both an operational support and technical background in the systems and tools that underpin our DevOps culture.

In this role you will work collaboratively with multiple cross functional teams supporting them through issues they may experience deploying and operating digital services.

You will help to troubleshoot and resolve issues in our development, test and production environments. You will also help teams to build the best end to end service monitoring solutions to enable instant notification of issues to the appropriate support teams.

Principle Accountabilities :

  • The key focus of the role is to improve the maturity of the DevOps support organisation resulting in a sustainable DevOps culture for Digital in HSBC.
  • Participate as a global team and provide support for multiple applications and infrastructure.
  • Define standards for monitoring requirements
  • Drive the implementation of monitoring activities
  • Responsible for proactive measures for incident avoidance or early incident detection
  • Qualifications

    Knowledge & Experience / Qualifications : Essential

  • Experienced in production support with strong technical competencies in DevOps Pipeline resulting from previous working experience within an IT operational or support environment.
  • Experienced troubleshooting technology-related incidents in a busy working environment
  • Strong communication skills in sending incident comms out to IT and Business users
  • Strong interpersonal, influencing, communication skills and able to interact appropriately with users of various technical and support skill levels.
  • Ability to adapt and understand new technologies.
  • Strong analytical skills.
  • Strong fault finding / diagnostics / trouble-shooting skills.
  • Methodical approach to problem solving and attention to detail.
  • Desirable

  • Experience with monitoring tools such as AppDynamics, Splunk
  • HSBC Proud In 2017, HSBC Bank Canada was named one of the Best 50 Corporate Citizens by Corporate Knights magazine, in addition to The World’s Best Bank by Euromoney Magazine in its annual Awards for Excellence.

    Join HSBC, and benefit from the following :

  • Career Development : Within your current role, as well as Canadian and international opportunities
  • Company Reputation : Offering prestige, strength, and longevity
  • Business Growth : Underpinned by our drive, and the highest banking standards
  • International Connectivity and impact : Build global relationships and be a part of international initiatives
  • A diverse workforce : Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization
  • Corporate Sustainability : We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make
  • Apply
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