Regional Head of Incident Management - Toluca, México - HSBC

HSBC

Empresa verificada

Toluca, México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Regional Head of Incident Management

Role Purpose. This role is responsible for managing the Incident Management function within Technology. This involves building the relevant strategy, methodology, and adopting the tools for their specific discipline, this person will be directly working with IT Heads, CIOs and key stakeholders in Mexico and LAM. Additionally this person will help to drive the DevOps-Agile way of working aligning both Regional and Global expectations helping to coordinate the team collaborating with US and CA Heads of Service Management. This role leads and develop the Incident Management resources and functional team/s, ensuring the resources have the appropriate capabilities, skills and knowledge via training and other materials to deliver the discipline's objectives

Main activities:

Monitor the enforcement of appropriate procedures and controls and their ongoing effectiveness to ensure full adherence to Group, legal and regulatory requirements across LATAM
Engaging all relevant stakeholders (CIOs, Service Management Practice Head, Infrastructure Management Head, etc.) to maintain visibility on their incidents
Overseeing effectiveness of controls to ensure compliance with HSBC Service Management standards.
Ensuring an effective engagement process is in place that is demonstrably adding value to all target stakeholders.
Ensuring close coordination with the Service Management Practice Process Leads so that their process execution remains fully aligned to the rest of the organization.
Collaborating across DevOps teams to ensure consistency, and continuously improve Incident Management Process execution.
Manage, Lead and Mentor the Regional multi skilled Incident Management team to help deliver the above activities
Monitor ongoing effectiveness of the controls
Ensure compliance with all regulatory policies and Audits
Provide expertise, specialist knowledge and consultancy to support the development and delivery of the Service Management discipline area's strategic goals and objectives.
Ensuring governance structure (including Key Controls) is upheld throughout the Service Management Practice and reporting is aligned to global reporting standards.
Collaborate with Service Management Disciplines and Service Management Practice resources to promote Service Management best practice and adoption.
Work collaboratively with GB/GF representatives to improve engagement and drive tangible businessaligned improvements & benefits, and with Technology Service Management Discipline Management to ensure operationally that the process delivers business value

Lead and develop Incident Managers and Analysts

Requirements

Requirements:

Strong managerial, communications, organizational, lateral thinking, strategic planning, analytical, mathematical, decisionmaking, interpersonal and leadership skills.
Strong business acumen and ability to continually make tradeoff decisions.
Ability to seek out and improve on best practice and capability.
Ability to build longterm relationships with all stakeholders (customers, employees, peers, etc.)
Ability to work in a teamoriented environment and effectively influence and communicate across various business lines at senior levels within the organization
Ability to operate effectively in a globallymatrixed organization
General understanding of IT software, hardware, networks and operations
Sound judgmental skills to identify and resolve problems
Experience working in a team environment using appropriate communication and planning skills, preferably in a matrix functional environment
Solid partner/stakeholder interaction customer oriented.
Ability to deal with conflicting situations with success negotiation skills.

Capabilities

Ability to work effectively with regulators, external auditors, consultants, Executive/Senior Management, and other control functions such as Compliance, Risk Management and governance/steering committees amongst others.
Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledgesharing both within HSBC.
Promote sharing of bestpractices whilst adopting a collaborative management approach to enhance employee engagement.
Strong teamplaying ability and being a positive cultural catalyst within the organization
Managing and leading people to archive organizational objectives
Strong customer experience focus
Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
Cultivate an environment that supports diversity and reflects the HSBC brand.
Ensures professional standards of business conduct, consistent with HSBC's reputation.

Qualifications and Accreditations
***- Bachelor Degree: Engineering, Systems or related