Production Support Specialist

HSBC Global Services Limited • Toronto, ON

10d

About The Position

In Global Payments Solutions (GPS) Technology, the Client Connectivity team enables corporate clients to connect to HSBC securely and reliably. As a Production Support Specialist (individual contributor), you’ll help maintain service stability by triaging and resolving incidents, restoring services quickly, and providing clear communications to stakeholders. You’ll work closely with engineering, infrastructure and vendor teams, and you’ll escalate in line with agreed severity and risk thresholds.

Requirements

• Experience in production support / Information Technology (IT) service management in a regulated environment, ideally within banking technology
• Knowledge of IT infrastructure concepts (on-prem and cloud), including networking fundamentals and service dependencies
• Hands-on capability with Unix/Linux, SQL, log analysis and troubleshooting in distributed systems
• Experience using monitoring/observability tools (e.g., Splunk, AppDynamics, Geneos or equivalents)
• Knowledge of Incident, Problem, Change and Release Management (ITIL-aligned)
• Strong communication skills in English, comfortable working with global teams across time zones
• Proven ability to collaborate across boundaries, prioritize effectively, and stay calm under pressure

Nice To Haves

• Payments domain knowledge (connectivity channels, payment processing concepts, message flows) and exposure to Oracle, MQ, WebSphere/Open Systems and/or Java/J2EE-based platforms are desirable
• Familiarity with productivity tooling (e.g., Copilot/Claude) to support documentation, analysis and automation ideas (within policy) and ITIL certification are a plus

Responsibilities

• Monitor and support live production services, handling incidents and service requests within agreed Service Level Agreements (SLAs)
• Perform initial triage (logs, monitoring, data checks) to identify likely causes and apply workarounds/fixes you control
• Co-ordinate recovery with partner teams (engineering, infrastructure, network, vendors) and escalate high-severity issues to the Production Support Lead/Major Incident Manager
• Provide clear, timely stakeholder communications on impact, progress, and next steps to stakeholders
• Support problem management by contributing to root cause analysis and post-incident reviews, capturing preventative actions
• Create and maintain operational documentation (runbooks, knowledge articles, checklists) to speed up service restoration
• Drive continuous improvement through automation and better monitoring/alerting to reduce noise and improve resilience
• Support change and release activities: patching/evergreening, Disaster Recovery (DR) tests, role swaps, ensuring operational readiness and supportability
• Provide support outside standard office hours, including holidays and weekends, when required

Benefits

• Tailored professional development opportunities
• Competitive Total Reward Package
• Appropriate mix of fixed pay, and variable pay (bonus)
• Wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed