Production Support Engineer, HSBC

HSBC

Location:
China, Shanghai

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Production Support Engineer role in HSBC's Digital Business Services organization, responsible for monitoring, troubleshooting and resolving production incidents for banking applications, coordinating between local and global teams, ensuring system stability and regulatory compliance.

Job Responsibility:

Monitor, troubleshoot, and resolve production incidents for local and global banking applications
Provide L1 and L2 support including initial triage, diagnostics, and resolution
Serve as liaison between local teams in China and global/regional system teams
Coordinate with global teams to manage incidents affecting distributed banking systems
Work closely with application teams to resolve escalated issues
Engage with operation resilience project team for system robustness and disaster recovery
Collaborate with internal IT staff and external vendors to manage SLAs
Participate in post-incident root cause analysis (RCA)
Use monitoring systems to proactively detect issues and analyze performance metrics
Provide regular reports on system health, incident trends, and SLA adherence
Enhance support processes, tools, and documentation
Ensure compliance with China's regulatory requirements and global banking standards

Requirements:

Bachelor's degree in Computer Science, Information Technology, or related field
Minimum of 5 years of experience in IT production support
Proven experience supporting complex banking applications in global banking environment
Experience in L1/L2 support and coordination with application teams/vendors
Strong knowledge of Linux/Windows for system administration
Proficiency in Splunk, Nagios, Zabbix or similar monitoring tools
Basic scripting skills in Bash, Python, or PowerShell
Familiarity with SQL (MySQL, Oracle) for database troubleshooting
Understanding of TCP/IP, DNS, and firewalls
Experience with Jira, ServiceNow, or Remedy for incident tracking
Knowledge of banking applications and regulatory compliance in China
Excellent verbal and written communication skills in English and Mandarin
Strong problem-solving skills and ability to perform under pressure
Willingness to participate in on-call rotations
Ability to work across time zones

Nice to have:

Advanced degrees or certifications (e.g., ITIL)
ITIL certification
Advanced scripting skills
Banking systems expertise

What we offer:

Continuous professional development
Flexible working
Opportunities to grow within inclusive and diverse environment
Valued and respected workplace culture

Additional Information:

Job Posted:
October 11, 2025

Expiration:
December 31, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Production Support Engineer