Recovery Manager

Jul 18, 2017
Vancouver, British Columbia
Early Career


Employment Type: Regular

  • Provide 24/7 support and engage quickly in all customer impacting service issues
  • Responsible for providing the fastest possible restoration plan of a failing IT system during production incidents working collaboratively with the Incident Management team.

Impact on the Business

  • Understand Business production system service objectives, critical process deadlines and internal and external reporting needs to ensure that their requirements and priorities are effectively supported.
  • Provide the quickest possible restoration of service during production incidents. Driving the root cause analysis and service improvements to completion
  • Identify and implement improvements to recovery management of Digital services.

Customers / Stakeholders

  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
  • Establish effective working relationships with relevant business, ITID and other support staff to ensure an integrated service proposition for the respective business area.
  • Effective and timely communication of the incident to IT support teams, the business and internal senior management

Leadership & Teamwork

  • Drive consistent and best in class service, leveraging processes, practices and tools established globally.
  • Collaborate with other teams to improve the MTTR.
  • Lead MIM crisis calls, own and drive the recovery plan utilizing the technical information provided by varying technical teams during an incident.
  • Take a pro-active stance with regard developing and improving recovery processes
  • Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
  • Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
  • Promote an environment that supports diversity and reflects the HSBC brand.

Operational Effectiveness & Control

  • Compliance with external regulatory requirements, internal control standards and group compliance policy
  • Timely implementation of recommendations made by internal/external auditors and external regulators
  • Drive root cause analysis with support teams to understand service performance breaches and mitigate in the future.
  • Ensure assessment information is communicated and appropriate service improvement plans are initiated
  • Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
  • Complete other responsibilities, as assigned.

Major Challenges

  • End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business / Customer updates are timely and of sufficient quality, arranging discussions and updates as required.
  • Ensure that all modes of communication are effectively used throughout the incident life cycle.
  • Running teleconferences or technical meetings for incidents that need focus working collaboratively with the Incident Management team
  • Jointly acting with the Incident Manager as Incident escalation focal point, identifying and resolving conflict and bottlenecks.
  • Creation of agreed action plans with named actions & deadlines. Accountable for the Delivery of that plan.
  • Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base.
  • Driving, developing and managing the major incident recovery management process and associated procedures / systems.
  • Leading process efficiency improvements including automation, innovation and cutting edge communication methods.
  • Develop and Maintain Runbooks and skills matrix around agreed Critical Systems for use in Incident Situations

Role Context

  • The role will operate in high pressure situations with tight timescales of recovery supporting tier 0 services critical to the bank.
  • The jobholder will be expected to develop a cross-functional IT group to be highly performing in both reactive incident driven issues and proactive project work.
  • Demonstrate a comprehensive understanding of the systems and service level requirements
  • Exhibit strong communication and interpersonal skills leading teams to recover stricken services whilst articulating with confidence the recovery plan to senior IT management.
  • The role will require close working relationship with other support team leads across the globe.
  • The jobholder is required to work closely with business, ITID and other support teams to:
  • Ensure critical system service levels are met
  • Disruption to business services are minimized
  • The role involves working out of hours on call rota that will include weekends and Public Holidays.

Management of Risk

Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.

All GCB's:

  • The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
  • This will be achieved by consistently displaying the behaviours that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
  • The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the 'Three Lines of Defence'. The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
  • Through the implementation the Global AML, Sanctions and ABC Policies, supporting Guidance, and Line of Business Procedures the jobholder will make informed decisions in accordance with the core principles of HSBC's Financial Crime Risk Appetite.
  • The following statement is only for roles with core responsibilities in Operational Risk Management (Risk Owner, Control Owner, Risk Steward, BRCM, and Operational Risk Function
  • The jobholder has responsibility for overseeing and ensuring that Operational risks are managed in accordance with the Group Standards Manual, Risk FIM, & relevant guidelines & standards. The jobholder should comply with the detailed expectations and responsibilities for their core role in operational risk management through ensuring all actions take account of operational risks, and through using the Operational Risk Management Framework appropriately to manage those risks.

This will be achieved by:

  • Continuously reassessing risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
  • Ensuring all actions take account of the likelihood of operational risk occurring, addressing areas of concern in conjunction with Risk and relevant line colleagues, and also by ensuring that actions resulting from points raised by internal or external audits, and external regulators, are correctly implemented in a timely fashion

Observation of Internal Controls

Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

All GCB's:

  • The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.
  • The term 'compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
  • The following statement is only for roles with managerial or specific Compliance responsibilities
  • The jobholder will implement measures to contain compliance risk across the business area. This will be achieved by liaising with Compliance department about business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.


Knowledge & Experience / Qualifications

  • Experience in an Incident Management Role within IT.
  • Strong interpersonal, influencing, communication and report writing skills, interacts appropriately with users of various technical skill levels, remains calm and courteous while working to resolve problems.
  • Ability to adapt and understand new technologies.
  • Strong analytical skills.
  • Strong technical competencies resulting from previous working experience at expert level within an IT operational or support environment.
  • Strong fault finding/diagnostics/trouble-shooting skills.
  • Methodical approach to problem solving and attention to detail.
  • Proficient documentation skills; able to fully document operational requirements, proposed solutions, processes and data flows effectively
  • Effective time management skills; with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures.
  • ITIL Certified (Expert Level Preferable), or prepared to achieve qualification.
  • Experience of ALM tooling such as AppDynamics, New Relic, Splunk and JIRA
  • Knowledge of Mulesoft, Cloud Infrastructure and services (AWS, PCF), APIs, Jenkins, GitHUB, Sonar, Selenium
How to Apply