Lead of DOME PE Europe

HSBC's Production Engineering for Payments organisation manages all payment systems globally, focusing on real-time payment, Automated Clearing House (ACH) services, value added services, orchestration, and Gateway services capabilities. The team aims to build a world-class, global, modernised, service-oriented, and engineering-driven technology operations function.

• 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 including application, storage, OS, network, database, and infrastructure.
• Experience in Agile/DevOps environments and hands-on technical application support.
• Excellent communication skills, capable of leading technical conversations and managing 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 ones during incidents.
• Expertise in incident and problem management.
• Exposure to cloud, containerisation, and automation technologies.
• Experience supporting multiple services in Production Engineering; experience in Payments domain is a strong advantage.
• Ability to quickly learn and understand complex environments.

• Partner with the EU Regional Production Engineering Lead to maintain service levels.
• Provide Europe regional coverage for Payments related production escalations.
• Ensure capability functions are structured and deliver against plans aligned with GPS strategy.
• Manage major incidents as Incident Commander and/or Liaison Officer, providing regular stakeholder updates.
• Collaborate with AP and NA Domestic and Emerging Payments Production Engineering leads.
• Assist in building, recruiting, and retaining a high-calibre, diverse team fostering continuous improvement.
• 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 thought leadership to support transformation to a global SRE operating model.
• Maintain strong partnerships with Risk, Change Delivery, Supply Management, IT, and business stakeholders.