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About the Role

As Head of Technology Operations and Site Reliability Engineering (SRE), you will set the operating model for how UK Technology runs, recovers, and continuously improves critical services. This role integrates service management, SRE, production support, operational resilience, and risk and controls governance into a consistent approach across UK Tech value streams, focusing on protecting and improving the everyday experience of UK customers and colleagues through enhanced stability, recovery, and reliability.

Responsibilities

Integrate UK Tech Operations and SRE into a consistent operating model across value streams and services.
Protect customer and colleague experience by strengthening recovery, resilience, stability, and reliability across services and journeys.
Establish standardized service management and production support frameworks, including incident, problem, change, and IT service ownership practices.
Own SRE governance by defining principles, accountability, responsibility, and decision rights across UK Tech services.
Set availability, stability, and reliability outcomes, including SLIs/SLOs, reliability targets, and continuous service improvement.
Embed observability-led operations through monitoring, logging, tracing, alerting, dashboards, and actionable runbooks across critical services.
Improve incident prevention and recovery through better alerting, runbook automation, expedited L2/L3 escalation, and reduced MTTR and disruptive minutes.
Govern operational resilience activity, including IBS/TBSL governance, TRCB engagement, disaster recovery, mass recovery, and resilience testing.
Strengthen risk and control outcomes via transparent metrics, threshold monitoring, escalation, and a single auditable source of UK Tech reporting.
Deliver automation, AI, and tooling improvements to reduce toil, remove duplication, and increase ITSO capacity.

Requirements

Bring deep expertise across IT service management, production support, SRE, DevSecOps, and incident, problem, and change disciplines.
Demonstrate substantial experience shaping service resilience and reliability outcomes, including MTTR reduction and service stability improvement.
Apply strong SRE practices, including SLIs, SLOs, reliability targets, actionable alerting, and runbook design.
Use observability tooling and practices, including monitoring, logging, tracing, dashboards, and customer journey visibility.
Show engineering experience that embeds build-time resilience, testing, and automated deployment practices such as standard pipelines, canary deployment, and test automation frameworks.
Navigate security and cyber risk considerations and engineering mitigations, such as DAST/SAST testing models and layered defense approaches.
Deliver complex resilience activities, including disaster recovery, capacity planning, performance testing, application vaulting/backup, and operational resilience scenario support.
Operate confidently within risk, control, governance, and assurance disciplines, including control metrics, tech risk boards, vulnerabilities, and control threshold escalation.
Partner effectively across CIO, engineering, product, platform, security, risk, operational resilience, and third-party communities.
Use data, automation, and AI to reduce manual effort, improve reporting accuracy, and create a transparent golden source for service performance.

Skills

IT service management
Production support
SRE
DevSecOps
Incident management
Problem management
Change management
Service resilience
Service reliability
MTTR reduction
Service stability
SLIs
SLOs
Reliability targets
Actionable alerting
Runbook design
Observability
Monitoring
Logging
Tracing
Dashboards
Customer journey visibility
Build-time resilience
Automated deployment
Standard pipelines
Canary deployment
Test automation frameworks
Security risk
Cyber risk
DAST/SAST testing
Layered defense
Disaster recovery
Capacity planning
Performance testing
Application vaulting/backup
Operational resilience
Risk management
Control governance
Assurance disciplines
Control metrics
Tech risk boards
Vulnerability management
Control threshold escalation
Data analysis
Automation
AI
Reporting accuracy
Service performance metrics

Location

UK
India

Work Type

Full-time

Experience Level

Head of
Senior

About the Company

HSBC is one of the largest banking and financial services organisations in the world.
Our purpose is opening up a world of opportunity.
Our ambition is to become the world’s most trusted bank globally, putting customers at the heart of everything we do.

Equal Opportunity

Being open to different points of view is important for our business and the communities we serve.
At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age.
We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.
We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com.