Major Incident Manager

HSBC • Buffalo, NY

1d • $120,000 - $130,000 • Hybrid

About The Position

Major Incident Manager, HSBC Technology & Services (USA) Inc., Buffalo, NY:
Triage and prioritize major IT services incidents. Facilitate service recovery and business engagement. Issue Incident Reports and Major Incident Notifications. Contribute to Incident/Major Incident Reviews. Execute incident management practice. Participate in management escalation calls.
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Must be on-call 24x7 every 3rd week, plus some holidays. Telecommuting permitted up to 60%.
Full time employment, Monday – Friday, 40 hours per week. Pay Range: $120,000.00 to $130,000.00 per year.
MINIMUM REQUIREMENTS:
Must have bachelor’s degree or foreign equivalent in Information Technology, Computer Science, Computer Engineering, Electronic Engineering, or a related field, and 4 years of related work experience.

Must have 4 years of experience in each of the following:
Triaging and managing major IT service incidents;
Analyzing IT service incident root causes and solutions;
Communicating major IT service incident status to business stakeholders;
Creating reports using ServiceNow; and,
Following Information Technology Infrastructure Library (ITIL) practices, framework and standards.
If you would like to apply to this position, please click the 'Apply' button.
In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a competitive benefits package including a robust Wellness Hub, in a welcoming, diverse, and inclusive work environment. You will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

Requirements

• Must have bachelor’s degree or foreign equivalent in Information Technology, Computer Science, Computer Engineering, Electronic Engineering, or a related field, and 4 years of related work experience.
• Must have 4 years of experience in each of the following:
• Triaging and managing major IT service incidents
• Analyzing IT service incident root causes and solutions
• Communicating major IT service incident status to business stakeholders
• Creating reports using ServiceNow
• Following Information Technology Infrastructure Library (ITIL) practices, framework and standards

Responsibilities

• Triage and prioritize major IT services incidents.
• Facilitate service recovery and business engagement.
• Issue Incident Reports and Major Incident Notifications.
• Contribute to Incident/Major Incident Reviews.
• Execute incident management practice.
• Participate in management escalation calls.

Benefits

• HSBC offers a competitive benefits package including a robust Wellness Hub, in a welcoming, diverse, and inclusive work environment.
• You will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow.
• You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives.
• You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level