Digital Platform Support Analyst

01 Oct 2017
29 Oct 2017
Contract Type

The Digital Platform Support Analyst role is based within HSBC Digital Solutions (HDS).

The role of the Digital Platform Support Analyst is accountable for providing the Digital/business analysis in order to apply business severity ratings and drive through the subsequent mitigation of actual and potential digital service incidents affecting both the bank and customers. This is in respect of both the RBWM (Retail banking and wealth management) online banking and mobile channels globally. This role is hosted within the newly formed HSBC Digital Solutions Service Management unit within EU region however this forms part of a global team/ structure.

Your responsibilities will include:

Actively participating in the execution of both proactive and reactive processes and activities within a global team to mitigate, control and report against potential and actual threats to RBWM digital channel services. These threats can be triggered from a number of areas such as social media, security and fraud, press office, application support, contact centres etc. Strong relationships and communication must be maintained with these trigger areas at all times.

Working with counterparts in EMEA/ASP and NA regions to ensure that all Global Service Platforms (GSP) services in all global regions are monitored 24/7, 365 days a year and appropriate actions, escalation and processes are followed within agreed SLA.

Maintaining and developing 24/7 "always on" business incident management processes for GSP, Mobile and SaaS. Potential to on-board legacy country platforms too, prior to their migration to GSP.

Ensuring that country business information library is regularly updated and available to the DPST so that regular stress tests for the incident management model/processes can be undertaken. This is completed by performing dry runs and dress rehearsals to test call registers, business severity categorisation and escalation SLAs. Extensive scenario planning required. Produce monthly service reports for markets and analyse customer feedback via various channels to identify areas for improvement.

Applying severity ratings to incidents and to make decisions on behalf of the business in line with a pre-agreed decision matrix. Identifying and driving resolution for live bugs in the services. Driving progress of Low/Medium incidents on behalf of markets against agreed priorities.

Actively participating in incident (actual and potential) discussions with various stakeholders and "trigger" areas.


The ideal candidate for this role will have:

Experience working in relevant environment/s, i.e. High Pressure Environments

Experience working in relevant market/context, i.e. Translating IT terms into non-technical business language

Past working experience in a relevant role, i.e. Analytical Roles combining IT and business knowledge.

Availability to work the shift pattern required for this role, i.e. Normal hours are 9.00 - 17.00 however there will be occasions when jobholder will be asked to cover colleagues who work shifts during holiday periods or sickness. Potential shifts are 07.00 - 15.00 or 12.00 - 20.00.

Availability to undertake the travel required for this role, i.e. Will be requirement for individual to travel nationally.

Role relevant qualifications, i.e. ITIL or equivalent is desirable but not essential

A flexible and adaptable approach to change and will support others to respond in a similar way

Self-awareness with confidence to work independently and take responsibility for own development

Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered

Ability to plan projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques

A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within them.

The base location for this role is Stourton, Leeds or Southwark, London

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.

Key search words: Analysis, Service Management, Digital, Global,