Some 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.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of an. Associate Director, Management
In this role, you will:
- Own production stability (top priority) for the Global Recs IT application suite, driving measurable improvements in availability, reliability, and performance.
- Establish and lead a global Production Support team across India, China, and Canada, ensuring clear ownership and effective day-to-day operations.
- Implement and run a follow-the-sun support model, including the global service management strategy and operating/support model.
- Define and own production KPIs and SLAs (e.g., stability metrics, operational efficiency measures), and track/report performance against them.
- Lead incident management end-to-end, ensuring rapid triage, timely resolution, minimal disruption, and strong stakeholder coordination.
- Drive proactive problem management, including PIRs, root-cause analysis, and follow-up actions to prevent recurrence and address frequent failures.
- Deliver operational efficiency and reliability gains by reducing toil, analysing ticket trends, automating routine tasks, and applying SRE principles (including monitoring/tooling improvements).
- Own production communications and governance, including regular reporting (e.g., “State of the Nation”), senior stakeholder updates, and representation in CoPs, resilience/service management forums, and regional/MSS meetings.
To be successful in this role, you should meet the following requirements:
- Service management & production support expertise (methods, processes, reporting, and operational governance).
- Monitoring, alerting, and automation capability, with tools such as Grafana, Splunk, and ELK (plus broader DevOps/CI/CD exposure as an advantage).
- Strong stakeholder management in complex environments, coordinating across multiple teams, vendors, interfaces, and global stakeholders.
- Proven ability to lead and influence in a matrix organisation, building effective partnerships across junior-to-senior levels.
- Executive-level communication and engagement, including confident, constructive challenge and tailored messaging for different audiences.
- Strong problem-solving and critical thinking, able to handle ambiguity, frequent change, and make sound decisions.
- Relevant technical foundation, including UNIX scripting and SQL/relational database skills (Oracle PL/SQL exposure beneficial).
- Domain and delivery experience, including banking/finance reconciliations, Agile delivery, and (ideally) SmartStream/TLM/DuCo or similar reconciliation platforms.
- Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
You’ll achieve more when you join HSBC.
www.hsbc.com/careers
HSBC 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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by – HSBC Software Development India
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