Environment Management/Consultant Specialist/IT Infrastructure Delivery
HSBC Group
Hyderabad, Telangana, India, Asia Pacific
13d ago

GLOBAL ROLE PROFILE

Role Title : Consultant Specialist Windows Server Location : Hyderabad

Description : Consultant Specialist Windows Server

Role Purpose : (overall high level summary of the role)

Consultant Specialist in Windows Server team has the primary responsibility to provide Level 2 and 3 support for Windows Server estate

deployed across Group data centers. Support activities include first line incident, problem resolution support, Release implementation, projects

related to ever greening of hardware, Windows OS and infrastructure software, proactive fixes etc. CS also acts as a first point of contact for

off-shore team for technical escalations and is expected to work with team members to provide necessary trainings and provide technology

specific guidance.

This role is also expected to participate in Windows Sever domain related globalization initiatives, conducting process gap analysis, creating

recommendations for best practices, suggest and help implement changes to the operational processes, team structures, automations that can in

turn help to create avenues for generating operational efficiencies by creating a headroom to absorb more work OR reduce the effort required to

execute the same work.

Principal Accountabilities Key activities and decision making

areas

Typical Targets and Measures

Weightage in %)

Impact on the Business / Function

  • Deliver Process Enhancements and Efficiency that
  • contribute towards sustainable targets

    1. Achieve savings by process enhancement,

    automation and standardisation

    2. Active participation in the globalization

    programme objectives and assist to achieve

    teamordepartment goals for the technologyordomain

    as appropriate.

    3. Perform Process Roles within the project

  • Manage Leaves, Training and Timesheets
  • 1. Leave Planning and adherence as per project

    requirements.

    2. Adherence to training attendance guidelines

    3. Timesheets submission within cut off

    Customers / Stakeholders

  • Stakeholder Engagement
  • o Understand and analyse changes in technology and

    process across the Group or regions that would

    impact development and support of builds and tools.

    o Collaborate with regional teams and global

    function as required. Ensure understanding of

    practices within regions and drive standardization

    amongst regions.

    o Assist in identification and implementation of

    solutions to improve customer satisfaction.

  • Communication
  • o Communicate project updates or progress, action

    plans or issues on timely basis.

    o Organize and lead meetings with regional teams

    for development or support of deliverables.

    o Participate in crisis call and other global calls for

    support and delivery of domain goals.

  • Escalation Management
  • o Proactively identify problem situations and resolve

    to give maximum customer satisfaction.

    o Timely and appropriate escalations and where

    necessary, appropriate measures are taken to

    improve and sustain high quality and prevent

    Leadership & Teamwork

  • Functional Management
  • o Provide technical leadership of SEorSSEs with a

    view of taking ownership of technical deliverables

    of the offshore.

    o Buddyormentor for a new recruit or TSE and

    SEorSSE in technical areas

    o Ensure the project delivery does not suffer while

    replacing a resource

    o Handle technical escalations for team

  • Knowledge and Best Practice Management
  • o Conduct relevant training sessions to develop

    skills of team members that would benefit in their

    day to day job or increase all round awareness of

    various technologies, standards and processes in

    project. Training sessions to be conducted with

    appropriate training material and hands on labs.

    o Prepare new best practices, technical and processes

    documents

    o Create or Maintain knowledge base through

    documentation or video

    o Develop and enhance your knowledge by way of

    courses, trainings, certification and hands on

    experience.

    o Inspire respective technology team members by

    being a role model.

    Operational Effectiveness & Control

  • Internal Processes
  • o Accountable for the design of new processes and

    the ongoing review of process improvement, this

    covers both working practices and supporting

    documentation to ensure we maximize efficiency

    and that documentation is current

    o Suggest and implement best-in-class industry

    practices in the projects, as applicable in line with

  • Risk Management
  • o Mitigate and record risks early to ensure minimal

    andoror no impact to project deliveries.

    o Evaluate and track operational risk associated with

    the role

    o Ensure contingencies are planned within all

  • Compliance
  • o Compliance to applicable HSM processes, project

    processes.

    o Compliance to Information Security and Risk

    guidelines.

    o Strict adherence to all regulatory issues and

    compliance of all internal controls

    Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)

    Being global support structure, ensure the best practices are used to support the diverse customer group. Have thorough understanding of the

    environments to provide best service quality. Should have very good hands-on experience in the underlying infrastructureorplatforms. Work

    closely with the stakeholders to availorimpart all necessary training from time to time to ensure enhanced service delivery.

    Role Context : (Operational Risk / FIM requirements)

    HTS GLT is the off shoring arm of the HSBC Group. It is fully owned subsidiary of the HSBC Group with resources dedicated to the

    development of software solutions for the HSBC Group. It has presence in 4 locations spread across the Globe, in and Hyderabad in India,

    Guangzhou in China, and Curitiba in Brazil and Kuala Lampur in Malaysia. There is a possibility of setting up similar structures in other low

    cost locations, depending of demand. The business model of HTS - GLT is that of a dedicated captive software arm. It services IT which in turn

    services the business needs of the HSBC Group. With over 9400 resources spread across multiple locations, it has a top-down view of the

    HSBC Group’s Software Footprint. The services it offers are Software Engineering, Engineering Analysis and Design, IT Operations, IT

    Security, Business Analysis, Test Execution and Analysis. The HSBC Group has embarked on a strategy of moving to common systems and

    processes globally, to further leverage its global reach, and to reduce IT and Operating costs and maximize shareholder return. HTS GLT has

    traditionally been at the heart of development and support of HSBC systems and is now called upon to leverage its engineering talent in the

    engineering of new systems, re-engineering of legacy applications and the deployment thereof.

    Jobholder is responsible to work along with HTS ITO teams in supporting and maintaining their IT Infrastructure, work on troubleshooting

    activities, deliver assigned tasks or projects to satisfy the SLAs and PLAs agreed. The Jobholder would need to possess in-depth technical

    understanding and competent problem solving and analytical skills. Understand and interpret functional and technical requirements. Escalate

    technical and managerial issues to the management or client supervisor at the right time. Act as technical escalation point for the team for junior

    team members. Job holder is expected to work with the team lead to assist him in ensuring that applicable process standards are adhered to and

    where required participate in the audit of these processes. Job holder is also expected to identify and work upon processes, work areas which

    can be made efficient by the means of using automation or updating existing procedures and contribute towards continuous improvement of the

    service

    Management & Leadership of Regulatory, Compliance & Operational Risk : (Operational Risk / FIM requirements)

    Demonstrate leadership on Regulatory and Compliance matters. Maintain awareness of operational risk and minimize the likelihood of it

    occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of

    the Group Operations FIM.

    Observation of Internal Controls : (Compliance Policy / FIM requirements)

    Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation

    of recommendations made by internalorexternal auditors and external regulators. Foster a compliance culture and implement Group

    Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area

    Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimizing

    relations with regulators.

    Role Dimensions (e.g. balance sheet size, lending or expenditure limits, size / volume of transactions, budget etc.)

  • This role does not have any financial responsibilities (budgetorexpenditure limits, etc.)
  • Headcount reporting to this role

    All staff in the dept / section, including direct &

    indirect subordinates. Do not include

    dotted / functional reportees headcount here.)

    Direct : Nil InDirect : Nil

    Total : Nil Dotted / functional reportees to

    this role, if any : Nil

    Knowledge & Experience / Qualifications (For the role not the role holder. Minimum requirements of the role.)

    Skills required

  • 5 + years of experience in IT Infrastructure, specifically in supporting Production or Development environments running Windows server
  • platform OS.

  • Must have industry standard certifications for Windows Server technology (MCSEorMCITP)
  • Sound working knowledge of server hardware, virtualization platforms, SAN, NAS, Networking technology, common infrastructure software
  • used on Windows platform (antivirus, backup software, volume managers, clustering software’s) is a MUST

  • Ability to independently work on projects work with complete ownership of deliveries and minimal guidance.
  • Should be well versed with ITIL concepts and more specific understanding of Service operations activities
  • Good verbal and written communication skills
  • Working across various cultures and geographies.
  • 9 hour
  • Shifts with 1 hour lunch or dinner break.

    Shift timings are as below

    Morning

    Shift : 06 : 30 hrs- 15 : 30hrs

    General

    Shift : 09 : 00 hrs- 18 : 00hrs

    Second

    Shift : 13 : 30 hrs - 22 : 30hrs

    Night

    Shift : 22 : 00 hrs - 07 : 00 hrs

    Please note : This role involves working a rotating

    Shift pattern.

    A. Secondary School X B. University (BA) or (BS) C. Post Graduate (Masters)

    A. Two years or less B. Two to five years X C. Five to ten years

    D. Over ten years

    Organizational Chart (Insert or attach the high level organization chart of the department plus the detailed sectional organization chart

    showing where this job sits in the overall structure, its reporting line, its peers and subordinates, if any, bearing job title and job code.)

    Qualifications

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