Lead Production Support Specialist (Toronto, ON, CA, M5H 1J9)

HSBC
Toronto
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Negotiation","Communication","Multi-tasking","Self-motivation"]

Lead production support for HSBC’s corporate client connectivity services, restoring disrupted services quickly and safely. Act as service recovery manager for incidents, coordinate resolver groups, and drive end-to-end investigation to identify root causes and stabilise platforms. Manage escalations and stakeholder communications, run post-incident reviews, maintain runbooks and knowledge articles, and support change activities (DR tests, patching, evergreening) in compliance with controls and governance.

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FursaFursa
HSBC
HSBC
1 day ago

Lead Production Support Specialist (Toronto, ON, CA, M5H 1J9)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead production support for HSBC’s corporate client connectivity services, restoring disrupted services quickly and safely. Act as service recovery manager for incidents, coordinate resolver groups, and drive end-to-end investigation to identify root causes and stabilise platforms. Manage escalations and stakeholder communications, run post-incident reviews, maintain runbooks and knowledge articles, and support change activities (DR tests, patching, evergreening) in compliance with controls and governance.
Location: Toronto
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Respond to user and service queries, provide timely guidance, and support regulatory requirements.
  • •Act as service recovery manager for incidents by coordinating resolver groups to restore services quickly.
  • •Investigate incidents end-to-end, identify root symptoms, and drive actions to stabilise services.
  • •Escalate critical incidents appropriately and provide regular updates to stakeholders on impact and recovery plans.
  • •Maintain knowledge articles, runbooks, and operational documentation; lead post-incident reviews and support change activities to minimise service impact.

Key Requirements

  • •Proven experience in production support and service management with strong incident recovery leadership.
  • •Hands-on experience in application development and/or production support.
  • •Strong knowledge of IT infrastructure and service operations in a controlled environment.
  • •Good mainframe knowledge including CICS, DB2, COBOL, MQ, TWS, and SPUFI.
  • •Familiarity with incident, problem, change, and release management processes, including disaster recovery concepts.
Experience:Corporate bankingPayments
Skills:Problem-solvingNegotiationCommunicationMulti-taskingSelf-motivation
Certifications:ITIL
Languages:English
Tech Stack:MainframeCICSDB2COBOLMQTWSSPUFIAppDynamicsSplunkGeneosCopilotClaudeITIL

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn