If you’re looking for a career where you can make a real impression, join our Global Service Center (GSC)
- HSBC and discover how valued you’ll be.
We are currently seeking an experienced professional to join our team in the role of
**CIB (Corporate and Institutional Banking) IT Production Support / Mainframe**
**Role purpose**
General CTCS Teams will be operating in three locations viz. either India, China and Mexico under Follow-the-Sun support model under Commercial Banking IT. The CTCS Team will support urgent issues for multiple business systems and products within Commercial Banking. Senior Ops Engineer will be play role of Shift Incharge attached to specific Service line (eg eChannels, Global Trade Solutions, Credit& Lending, etc).
Manage all user-wide communications (e.g. Flash Alerts). This also includes follow-up communications/updates and fielding any queries arising.
Acts as real time incident escalation point for the CTCS/DevOps team/POD
Ensures bi-directional feedback between DevOps PODS teams and CTCS teams.
**Main activities**:
- Investigate system failures and incidents across supported services.
- Coordinate and communicate with Business and IT teams (including engaging IMT to assign an Incident Manager).
- Perform root-cause analysis (RCA) and implement production fixes.
- Ensure adherence to SLAs and service delivery procedures aligned to ITIL.
- Work UK shifts and provide on-call support as required.
- Operate effectively within a global/virtual, multi-region team, including under pressure.




- Follow Incident / Problem / Change / Release management processes as applicable.
- Monitor and drive ticket progression using dashboards (RTC/QlikView).
- Execute structured handovers to the next Senior Ops Engineer at shift change.
- Produce clear English documentation and reporting (e.g., reports, training materials) and bring banking/payments domain knowledge (e.g., SWIFT, Payment & Cash Management) as an advantage.
**- Requirements**
- Good knowledge in JCL, DB2, CICS & COBOL is essential.
- Knowledge and understanding of IT Infrastructure is essential.
- Proficiency in English spoken and written
- Basic knowledge of MQ is preferable
- Exposure to testing and support tasks is preferable.
- Knowledge on HSBCnet/Connect systems is preferred.
- Proven experience in Production Support, Service Management / Service Ownership
- Good knowledge of change management, risk management, and disaster recovery
- Knowledge of Production Support processes and procedures
- Strong process implementation and management skills
- ITIL Accreditation (preferable )- You’ll achieve more when you join HSBC!_
At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care
**Issued by HSBC Electronic Data Processing (México) Private LTD

📌 Operations Engineering (Azcapotzalco)
🏢 HSBC Global Services
📍 Azcapotzalco