Genesys Voice Platform Engineer — L2/L3 Production Support

HSBC Holdings plc; Hyderabad City Taluka; Presencial; PKR 22.124.000 - 30.420.000; Tempo integral

Resumo da vaga

HSBC Holdings plc is seeking an experienced Production Support Specialist to maintain the stability of voice platforms across Genesys Engage and Cloud. You will handle L2/L3 incidents, coordinate triage with cross-functional teams, and contribute to problem management and documentation.

The role emphasizes on-call rotations, risk-aware change delivery, and automation to reduce toil in a secure banking environment. Collaboration with telephony, infrastructure, and security teams is essential.

Qualificações

• Hands-on production support across Genesys Engage Voice components
• End-to-end fault triage and incident handling experience
• Experience with incident management and RCA
• Ability to work in Agile teams (Kanban/Scrum) and maintain delivery visibility

Responsabilidades

• Provide L2/L3 operational support for Genesys Engage and Genesys Cloud to maintain availability
• Respond to alerts and incidents via rotating on-call within SLAs
• Coordinate P1/P2 incident triage with cross-functional teams and vendors
• Create and maintain runbooks, knowledge articles and change documentation
• Deliver changes end-to-end including testing, deployment and validation

Conhecimentos

Genesys Engage

Genesys Cloud

L2/L3 production support

Incident management

Jira

Ferramentas

Jira

Descrição da vaga

HSBC Holdings plc is seeking an experienced Production Support Specialist to maintain the stability of voice platforms across Genesys Engage and Cloud. You will handle L2/L3 incidents, coordinate triage with cross-functional teams, and contribute to problem management and documentation.

The role emphasizes on-call rotations, risk-aware change delivery, and automation to reduce toil in a secure banking environment. Collaboration with telephony, infrastructure, and security teams is essential.