Head of Application Operations & Site Reliability Engineering

Ready to strengthen UK customers digital journeys through resilient technology operations Why HSBC HSBC is one of the largest banking and financial services organisations in the world. Guided by our purpose of opening up a world of opportunity, our ambition is to become the worlds most trusted bank globally, putting customers at the heart of everything we do. The Role As Head of Technology Operations and Site Reliability Engineering (SRE) youll set the operating model for how UK Technology runs, recovers and continuously improves critical services. This role brings together service management, SRE, production support, operational resilience and risk and controls governance into a consistent approach across UK Tech value streams. The focus is on protecting and improving the everyday experience of UK customers and colleagues through stronger stability, recovery and reliability across technology services and digital journeys. Success looks like clearer accountability and decision rights, earlier visibility of service impact and measurably faster recovery when incidents occur. Youll shape standards and shared tooling while keeping ownership close to product and engineering teams within strengthened guardrails. The remit spans the UK and India with a function of c. 20 FTE direct and 80 FTE indirect. What You'll Be Doing Integrate UK Tech Operations and SRE into a consistent operating model across value streams and servicesProtect customer and colleague experience by strengthening recovery, resilience, stability and reliability across services and journeysEstablish standardised service management and production support frameworks including incident, problem, change and IT service ownership practicesOwn SRE governance by defining principles, accountability, responsibility and decision rights across UK Tech servicesSet availability, stability and reliability outcomes including SLIs/SLOs, reliability targets and continuous service improvementEmbed observability-led operations through monitoring, logging, tracing, alerting, dashboards and actionable runbooks across critical servicesImprove incident prevention and recovery through better alerting, runbook automation, expedited L2/L3 escalation and reduced MTTR and disruptive minutesGovern operational resilience activity including IBS/TBSL governance, TRCB engagement, disaster recovery, mass recovery and resilience testingStrengthen risk and control outcomes via transparent metrics, threshold monitoring, escalation and a single auditable source of UK Tech reportingDeliver automation, AI and tooling improvements to reduce toil, remove duplication and increase ITSO capacity What We're Looking For Bring deep expertise across IT service management, production support, SRE, DevSecOps and incident, problem and change disciplinesDemonstrate substantial experience shaping service resilience and reliability outcomes including MTTR reduction and service stability improvementApply strong SRE practices including SLIs, SLOs, reliability targets, actionable alerting and runbook designUse observability tooling and practices including monitoring, logging, tracing, dashboards and customer journey visibilityShow engineering experience that embeds build-time resilience, testing and automated deployment practices such as standard pipelines, canary deployment and test automation frameworksNavigate security and cyber risk considerations and engineering mitigations such as DAST/SAST testing models and layered defence approachesDeliver complex resilience activities including disaster recovery, capacity planning, performance testing, application vaulting-backup and operational resilience scenario supportOperate confidently within risk, control, governance and assurance disciplines including control metrics, tech risk boards, vulnerabilities and control threshold escalationPartner effectively across CIO, engineering, product, platform, security, risk, operational resilience and third-party communitiesUse data, automation and AI to reduce manual effort, improve reporting accuracy and create a transparent golden source for service performance Building Reliability at Scale This is a chance to shape how UK Technology runs day-to-day and how it recovers when it matters most. Youll bring consistency to service management and SRE practices across value streams while improving visibility, accountability and control outcomes. The impact is tangible - fewer disruptive minutes, faster recovery and stronger confidence in the resilience of customer and IBS journeys. If you want to set the standards and governance that improve reliability across UK Tech services wed like to hear from you. Being open to different points of view is important for our business and the communities we serve. At HSBC, were 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 .