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About the Role

The Client Connectivity team within GPS Technology enables corporate clients to connect to HSBC securely and reliably. As a Production Support Specialist, you will help maintain service stability by triaging and resolving incidents, restoring services quickly, and providing clear communications to stakeholders. You will work closely with engineering, infrastructure, and vendor teams, and escalate in line with agreed severity and risk thresholds.

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
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
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

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
Applicants must be legally authorized to work in Canada as HSBC will not engage in immigration sponsorship for this position.

Skills

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

Location

Toronto

Work Type

Full-time

Experience Level

Individual contributor

Benefits

Access to 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 improve health and well-being, finances, and lifestyle

About the Company

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

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.