GSC: Lead of DOME PE Europe

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The payments industry is undergoing its biggest disruption in a generation. Real-time processing, message standardisation, and the re-assembly of the value chain are transforming how business value is created. HSBC’s Production Engineering for Payments organisation is at the forefront of this change, managing all payment systems—high value, low value, real-time, and emerging payments—to ensure continuous, reliable service for internal and external customers globally.

We are building a world-class, global, modernised, service-oriented, and engineering-driven technology operations team. Join us to solve complex problems through technical excellence and provide exemplary service to our customers.

Lead the Production Engineering function across Europe for Domestic and Emerging Payments (DOME), ensuring resilient, secure, and performant operations for real time payment, Automated Clearing House (ACH) services including core processing for RTP and ACH, value added services, orchestration, and Gateway services capabilities. You will also provide leadership support and regional coverage for the Global Head of Domestic and Emerging Payment Production Engineering based in India.

As we transform our production support model towards a Site Reliability Engineering (SRE) approach and a 24x7 follow-the-sun model, you’ll work with mature processes and tools, driving best-in-class deliverables and operational excellence.

• Partner with the EU Regional Production Engineering Lead who manages teams in Krakow, ensuring service levels are maintained.
• Provide Europe regional coverage for Payments related production escalations, ensure capability functions are well structured and deliver against plans in line with wider GPS strategy.
• Manage Major incidents as Incident Commander and/or Laison Officer providing regular updates to various stakeholders through different channels.
• Collaborate effectively with AP and NA Domestic and Emerging Payments Production Engineering lead counterparts.
• Assist in building, recruiting, and retaining a high-calibre, diverse team, fostering an environment of continuous improvement and engineering meritocracy.
• Implement and manage a 24x7 follow-the-sun support model, drive improvements in monitoring, alerting, incident management, capacity management, and service quality.
• Provide hands-on technical leadership and be comfortable engaging directly with technical challenges, provide thought leadership to drive the transformation towards a global, modern, SRE-type operating model.
• Maintain strong partnerships with key stakeholders, including Risk, Change Delivery, Supply Management, and IT; manage relationships with business stakeholders, including during crisis situations.

• Strong analytical and troubleshooting skills, with proven triage capability under pressure; excellent knowledge of the project lifecycle and group strategy.
• Deep understanding of technology layers: application, storage, OS, network, database, and infrastructure; demonstrable experience in Agile/Dev Ops environments and hands‑on technical application support.
• Excellent communication skills, able to lead technical conversations and efficiently manage crisis calls; experience managing globally distributed, culturally diverse technology teams in a 24x7 support environment.
• Proven ability to manage a wide spectrum of stakeholders, including irate stakeholders in times of trouble; expertise in incident and problem management.
• Technically progressive, with exposure to cloud, containerisation, and automation technologies.
• Experience supporting multiple services across the Production Engineering world, experience in the Payments domain is a strong advantage.
• Ability to quickly learn and understand complex environments.

The pay range for…