L2/L3 Production Support Lead / Associate Director

About the role

HSBC is seeking an Associate Director, Data and Analytics in Pune, Maharashtra, India, to lead L2/L3 production support for enterprise BI, reporting, and data platforms. Day-to-day, you will own service stability and customer experience for dashboards, semantic layers, and reporting/data pipelines, maintain the service catalogue, support model, RACI, and runbooks, and define, track, and report SLAs/SLOs/OLAs and operational KPIs. You will manage incidents end-to-end, drive RCA and problem management, partner with delivery teams on release safety and production readiness, and drive SRE-style improvements while ensuring security, audit, and vendor/licensing compliance.

What you’ll do

• Lead L2/L3 production support for dashboards, BI services, semantic layers, and reporting/data pipelines
• Own day-to-day service stability and customer experience for reporting services and data products
• Maintain the service catalogue, support model, RACI, and runbooks/knowledge base
• Define, track, and report SLAs/SLOs/OLAs and operational KPIs (availability, performance, incident trends, customer impact)
• Drive capacity planning, resilience engineering, and operational hygiene (patching, housekeeping, certificate renewals, access reviews)
• Manage incidents end-to-end, including triage, prioritisation, stakeholder communications, and Major Incident coverage
• Own RCA and problem management to deliver permanent fixes and run post-incident reviews with tracked actions
• Partner with delivery teams to assure release safety and production readiness across DEV/UAT/PROD, while improving monitoring/automation and ensuring HSBC security, audit, and vendor/licensing complia

What you’ll bring

• Bachelor’s degree in technology or engineering in Computer Science
• Led production support/operations for enterprise BI/reporting/data platforms and can evidence delivery outcomes
• Demonstrate major incident coordination, change/problem management, and strong RCA quality
• Show capability in monitoring/observability, alerting, and operational metrics (availability, MTTR, recurrence)
• Identify SRE-style improvements driven (automation, toil reduction, resilience) and quantify impact
• Provide examples of security/controls practice (RBAC, least privilege, audit trails) and maintaining audit-ready evidence
• Prepare stakeholder examples translating technical issues into business impact across Engineering/Data/Infra/Cyber/Service Mgmt
• Experience supporting visualisation tools such as Power BI / Tableau / Qlik (including gateways, semantic models, scheduled refresh)

Skills

Education

Bachelor’s degree in technology or engineering in Computer Science