Senior Production Support Lead

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the

US. HSBC

may engage in immigration sponsorship for this position if needed. Our purpose

• Opening up a world of opportunity
• explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We're bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world
• for our customers, our people, our investors, our communities and the planet we all share.

Lead the CIB US Technology production stability agenda and the IT risk & control programme, ensuring resilient services, strong governance, and clear reporting across CIB Technology. You'll be the Americas time-zone focal point for production practices and partner with IT, business, and control functions to drive measurable improvements in operational resilience. As our Senior Production Support Lead, you will: Own the production stability and continuous improvement agenda across CIB US Technology, driving operational excellence Define and implement production metrics aligned to "Go Faster, Break Less, Protect Production, Go Green", using a balanced scorecard approach Build and run scorecards/dashboards; lead weekly incident reviews (Critical/High/Medium/Low) to identify trends and systemic fixes Lead Post Incident Reviews (PIRs), ensuring actions are owned, tracked, and closed, with effective read-across across teams Improve DevOps Research and Assessment (DORA

• style performance (deployment frequency, lead time for changes, change failure rate, MTTR) while balancing speed and reliability Own IT risk & control governance: monitor, challenge, and report the IT risk position and control effectiveness across the portfolio Lead risk & control projects/programmes, including control updates and coordination across global stakeholders Support audits and regulatory exams: oversee fieldwork support, collate artefacts, and drive remediation of findings and issues Ensure issues/events are documented and managed end-to-end in Helios, including impact assessment, control linkage, and closure evidence Act as senior escalation point for complex production/infrastructure incidents, driving root cause, remediation, and preventative controls To be successful in this role you will have: Experienced in a professional technical role with strong technology/service ownership Proven production support / operational resilience leadership in complex environments Strong understanding of IT risk & control frameworks, governance, and control effectiveness Experience supporting internal/external audit and regulatory reviews, including evidence management and remediation Strong analytical skills with confidence in metrics, trends, dashboards, and executive reporting Hands-on experience in Agile/DevOps environments and working effectively with global/remote teams Excellent stakeholder management skills across IT, business, and risk/control functions Strong communication, organisation, and presentation skills; able to influence under pressure Ability to challenge inefficient controls and drive pragmatic, sustainable improvements Domain awareness of front-office / product control / risk support (or equivalent critical business technology support) As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow.

We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC's engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You'll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future! Your final fixed pay offer will depend on the candidate and several variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.