Tech Product Owner / Consultant Specialist

HSBC Holdings; Bengaluru; Sur place; INR 1 000 000 - 1 600 000; Plein temps

Résumé du poste

HSBC Holdings in India is seeking an experienced Consultant Specialist for production support of voice platforms (Genesys Engage and Genesys Cloud). You will provide L2/L3 support, manage incidents with on-call rotations, and drive end-to-end changes with risk-aware rollout.

Collaboration with IT and vendor teams is essential to ensure service availability. The role requires strong incident management, problem management and configuration experience in a critical environment, with applicability

Qualifications

• Hands-on production support experience across Genesys Engage Voice components (URS/ORS, SIP Server or routing)
• Understanding of Engage voice ecosystem from ingress to routing, IVR and termination
• Experience with Genesys Cloud Admin and implementation fundamentals (users, queues, skills, routing, schedules)
• Structured troubleshooting and safe production support practices for high-priority incidents
• Ability to work in Agile teams and maintain delivery visibility via ceremonies

Responsabilités

• Provide L2/L3 operational support for Genesys Engage and Genesys Cloud to maintain availability
• Respond to alerts and major incidents with on-call rotations within SLAs
• Coordinate P1/P2 incident triage with internal teams and vendors to restore service quickly
• Perform problem management including RCA, trend analysis and post-incident reviews
• Create and maintain runbooks, knowledge articles and technical documentation
• Deliver end-to-end enhancements including requirements, design, build, testing, deployment and validation
• Govern change activity with risk assessment and rollback planning

Connaissances

Genesys Engage

Genesys Cloud

Incident management

On-call management

Agile (Kanban/Scrum)

Outils

Jira

Description du poste

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Consultant Specialist

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 world’s most trusted bank globally, putting customers at the heart of everything we do.

The Opportunity

This is a production support role focused on improving the stability and uptime of HSBC’s Contact Centre voice platforms across Genesys Engage and Genesys Cloud. You’ll provide L2/L3 support in a critical environment - restoring service quickly during incidents and reducing repeat issues through structured problem management. The role also includes delivering technical changes safely and on time with clear risk and rollback planning. Success means major incidents are handled with strong operational discipline, service availability is protected and improvements are made in a way that stands up to governance and audit expectations. This role includes an out-of-business hours rotating on-call commitment.

What you’ll be doing:

• Provide L2/L3 operational support for Genesys Engage voice services and Genesys Cloud to maintain availability and stability
• Respond to alerts and major incidents through a rotating on-call rota within agreed SLAs
• Coordinate P1/P2 incident triage with internal teams (network/telephony, infrastructure, security) and vendors to restore service quickly
• Perform problem management including RCA, trend analysis, preventative actions and post-incident reviews
• Create and maintain runbooks, KEDB or knowledge articles, support checklists and technical documentation
• Deliver enhancements end-to-end including requirements clarification, design support, build or configuration, testing support, deployment and post-change validation
• Govern change activity through risk assessment, impact analysis, rollback planning and change communications
• Champion automation and standardisation to reduce toil and improve repeatability especially for cloud configuration

What we’re looking for:

• Bring hands-on production support experience across Genesys Engage Voice components including URS, ORS (as applicable), SIP Server or SIP routing concepts, GVP and the configuration and management layer
• Apply end-to-end understanding of how the Engage voice ecosystem works from ingress to routing, IVR, transfers and termination
• Demonstrate hands-on experience with Genesys Cloud Admin and implementation fundamentals including users and roles, queues, skills, routing setup and schedules
• Resolve call or interaction handling issues through structured troubleshooting and safe production support practices
• Handle high-priority incidents in critical environments with clear updates and strong operational discipline
• Deliver technical work within timelines while managing risk and dependencies across teams
• Work effectively in Agile teams (Kanban or Scrum) and keep delivery visible through team ceremonies
• Use <Jira> to manage incidents, problems, changes and delivery tasks and maintain clear records

Keeping voice services reliable

If you want to work on technology that supports how customers reach HSBC every day this role offers real operational impact at scale. You’ll be trusted to restore service quickly, reduce recurrence and deliver change safely across Genesys Engage and Genesys Cloud. The work spans incident response, problem management and technical delivery with close partnership across telephony, infrastructure, security and vendors. Apply to help strengthen the platforms that keep our contact centres running when it matters most.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by - HSBC Software Development India