Job Description

Job description The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we\'re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have. Some careers grow faster than others. If you\'re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. HSBC Digital Business Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Digital Business Services combines global expertise and technology to help keep us ahead of the competition. We are currently seeking an ambitious individual to join ourTechnology team in the role of IT Project Officer. Principle Responsibilities: The primary responsibility of the IDS Tech Specialist is to deliver and provide technical support for IT technologies, ensuring customer delight while conforming to high quality standards and best practices, maintaining and improving SLA\'s, and ensuring compliance to HSBC policies at all times. They are also responsible for the successful maintenance of the supported environments through regular monitoring of technical systems, to ensure system stability and performance is at the highest possible levels and to actively participate to achieve organizational objectives for efficiency. The role holder must also drive operational excellence across our businesses worldwide, achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations. Driving sustainable growth Understanding of functional requirements and translation of business requirements into technical specifications, proactively challenge ongoing practices/controls operated with in the team. Achieving excellence Meeting the delivery standards per the agreement that includes quality of deliverables, documentation, status communication and timely reporting. Availability of supported environment 24/7, ensuring all aspects of the environment is maintained efficiently with minimal disruption to the bank\'s user base. Liaise with regional/global teams to resolve technical issues, handle complaints/escalation (verbal & written) effectively within given time scales and ensure a logical conclusion is achieved. Problem solving, planning & delivery Provide the technical support within the agreed service levels, provide support and assistance to internal employees who open trouble incidents or requests in regards to computers (hardware and software), through the Global Help Desk or Global Service Requests. Analyse Customers Escalation used only where necessary, appropriate measures are taken to improve and sustain high quality and prevent recurrence. Handle complaints/escalation (verbal & written) effectively within given time scales and ensure a logical conclusion is achieved. Proactive in identifying opportunities to improve customer service. Adopt a customer service attitude. Interface with network, server, and telephony infrastructure system teams to identify needs of the customers and assist in implementation. Stakeholders Identify and engage all key stakeholders, business and technical resources to standardize/ centralize/ globalize, generate weekly/monthly reports and share it with regional stake holders. Understanding of functional requirements and translation of business requirements into technical specifications. Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets and resolve problems associated with hardware and software applications. Leadership Motivate and inspire team members, exercise good judgment, competence and courage in decision making. Provides technical oversight and direction to ensure delivery of architecturally sound solutions. Assist in training and orientation of other staff and/or users. Teamwork Assist in training and orientation of other staff and/or users. When covering critical off peak shifts the job holder is required to engage with management and peers for how to best handle issues based on documented procedures and best practices. Update documentation and sharing best practice with the team. Assists colleagues to meet deadlines and standards. Promote teamwork among team members by sharing the best practices and working effectively to achieve the assigned goals. Follow documentation of processes and share best practice with the team. Participate in knowledge sharing sessions within the technology team. Ensure positive relationships are built and maintained with all parties ensuring recommendations are made and cascaded across the team. Coaching Brainstorm with peers and management on emerging technology trends. Requirements Qualifications: Bachelor\'s Degree in IT or related field and experience with IT support in a fast paced environment. Analytical and sound technical troubleshooting and skills in Telecommunications. Good troubleshooting skills with IT equipment (for example, PC/Windows) and proficiency with various desktop software setup and usage (especially Windows, Microsoft Office and Lotus Notes). An excellent ability to communicate both verbal and in writing. Able to work under pressure and possible long working hours. Fast learner with excellent troubleshooting skills. Able to work independently and in a responsible and dependable manner. Proactive, self-motivated and good team player and driven to achieve success. Due to the urgent hiring need, candidates with immediate right to work locally and no relocation needed will be prioritized. You\'ll achieve more when you join HSBC. HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by HSBC Bank Malaysia Berhad

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