Lead Production Support Specialist

In Canada, HSBC Global Services (Canada) Limited (HGCA) is a wholly owned subsidiary of HSBC Global Services Limited.

Operating in Toronto, HGCA is part of a global service company, delivering services to support the operating entities of HSBC Group.

We have different capabilities that provide tools and processes to facilitate the functions, business, and entities with their service management responsibilities.

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 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.

GPS Technology delivers payment solutions for HSBC’s corporate clients. Within this, the Client Connectivity team provides reliable, high-quality services that enable clients to connect to HSBC as their banking partner. This role exists to restore disrupted services quickly and safely, lead and coordinate incident recovery across multiple parties, and provide clear stakeholder communications, with appropriate escalation and adherence to HSBC controls and change governance.

• Respond to user and service queries, including those linked to regulatory requirements, and provide timely guidance
• Act as service recovery manager for incidents, coordinating resolver groups to restore service as quickly as possible
• Investigate incidents end-to-end, identify root symptoms, and drive actions to stabilise services
• Escalate critical incidents appropriately and provide regular updates on impact, recovery progress, and recovery plans
• Resolve system failures and maintain service stability across mainframe and integrated platforms
• Lead or contribute to post-incident reviews, capturing learnings and agreed follow-up actions
• Develop and maintain knowledge articles, runbooks, and operational documentation to improve team capability
• Identify recurring issues and propose improvements to reduce incident volume and shorten resolution times
• Collaborate with global teams to share knowledge and standardise support practices across regions
• Participate in change review activities to ensure compliance with HSBC policies, procedures, and control requirements
• Raise concerns and potential/actual risks to managers, ensuring issues are addressed before implementation
• Support change activities such as role swaps, disaster recovery tests, patching, and ever greening
• Work with stakeholders to plan and execute changes with minimal service impact
• Work flexibly in a fast-changing environment, balancing multiple priorities and stakeholder needs
• Provide support outside standard office hours, including holidays and weekends , when required
• Follow alternative schedules as requested (e.g., start between 09:00–12:00 and finish between 17:00–20:00)
• Partner effectively with global virtual teams across multiple regions, building strong cross-boundary relationships

• Proven experience in production support and service management, with strong incident recovery leadership
• Proven hands-on experience in application development and/or production support
• Strong knowledge of IT infrastructure and service operations in a controlled environment
• Good mainframe knowledge, including CICS, DB2, COBOL, MQ, TWS, and SPUFI
• Familiarity with incident, problem, change, and release management processes, including disaster recovery concepts
• Excellent problem-solving and negotiation skills, with clear escalation judgement for critical incidents
• Strong English communication skills and the ability to work effectively with global virtual teams
• Ability to multi-task, stay self-motivated, and adapt quickly to changing priorities
• Understanding of AI tooling such as Copilot and Claude (or equivalent)
• Experience in Corporate Banking, with Payments domain exposure preferred
• Experience with monitoring/observability tools such as App Dynamics,…