HSBC
Production Support Specialist
Toronto, Ontario, Canada
No sponsorshipDetected 1 day ago
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About the role
- Our purpose - Opening up a world of opportunity - explains why we exist.
- We have different capabilities that provide tools and processes to facilitate the functions, business, and entities with their service management responsibilities.
Responsibilities
- Monitor and support live production services, handling incidents and service requests within agreed Service Level Agreements (SLAs)
- Perform initial triage (logs, monitoring, data checks) to identify likely causes and apply workarounds/fixes you control
- Co-ordinate recovery with partner teams (engineering, infrastructure, network, vendors) and escalate high-severity issues to the Production Support Lead/Major Incident Manager
- Support problem management by contributing to root cause analysis and post-incident reviews, capturing preventative actions
- Create and maintain operational documentation (runbooks, knowledge articles, checklists) to speed up service restoration
- Drive continuous improvement through automation and better monitoring/alerting to reduce noise and improve resilience
- Experience in production support / Information Technology (IT) service management in a regulated environment, ideally within banking technology
- Proven ability to collaborate across boundaries, prioritize effectively, and stay calm under pressure
Requirements
- Provide support outside standard office hours, including holidays and weekends, when required
Skills
- In Canada, HSBC Global Services (Canada) Limited (HGCA) is a wholly owned subsidiary of HSBC Global Services Limited.
Visa & Work Authorization
- In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in Canada
This listing is sourced directly from HSBC's careers page and normalized into a canonical job model.