Application Support Manager

1 semana atrás

São Paulo, São Paulo, Brasil Hsbc Tempo inteiro

Facilitate the recovery of IT services, involving all the teams responsible for acting on a production problem, including external vendors
- Facilitate Business Engagement and Management Escalation Calls
- Maintain oversight of in-flight incidents
- Align with QA and business areas the schedule for testing against planned bug fixes
- Ensure proper distribution of support team activities by observing skills and knowledge to increase efficiency and quality of production support services
- Identify points of improvement in the support process and address actions that can increase efficiency
- Provide visibility to the Business Areas of problems occurring in a productive environment that may lead to impacts for end customers or the availability of critical services
- Plan and coordinate changes in the productive environment according to the Change Management Framework
- Leadership of IT Application Support Team
- Build and maintain effective working relationships with IT Service Owners, Business partners and Vendors
**Requirements**:
- Background of at least 5 (five) years of previous experience working within the IT Application Suport discipline
- Working knowledge of IT Incident Management lifecycle events
- Ability to communicate complex incident details in a manner that is consumable by Senior Executive Management
- Ability to drive technical resolution of incidents under pressure
- Provide 24x7 support on a rotation with the team
- Advanced knowledge of brazilian financial market and products
- Language skills: Advanced English is required and Spanish is a plus

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