Job Description

Job description

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

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

The jobholder will manage the voice and contact center systems and with hands on experience on automation tools for automating manual Genesys Operations tasks. He/she will form the focal point of service provided on contact center, voice and video technologies. She/he will be part of global operations support team and will report into Operations Lead

Impact on the Business/Function

• Part of Automation Team of Global Contact Center Infrastructure support operations \
• Extensive experience on AWS, DevOps, Jenkins, Cloud setup, Ansible, Python & Unix Scripting
• Good understanding of networking topologies and their associated interconnectivity with the LAN/WAN infrastructure, Database & SQL scripting, Contact Centre & Voice
• Excellent communication, interpersonal skills and team player with vendor liaising & analytical skills.
• Responsible for Automation on Contact Center services

Customers / Stakeholders

• Maintains liaison with customers to understand business requirements and translates them into IT Automation designs.
• Leads efforts to define post-implementation support requirements.
• Understanding the needs of both internal and external customers and be committed to delivering an excellent service.

Operational Effectiveness & Control

• Should possess good understanding of the Voice & Contact Center technologies and drive the team to provide the seamless support
• Should possess good project management skills in terms of status updates & delivering projects within required timelines.
• Contribute to the creation of a supportive work environment driven by people centric values

Role Context-

• The location of the role is within HSBC Pune
• Good analytical, problem solving & communication skills
• Self-motivated and enthusiastic, team player, capable of working independently
• Provide 24x7 technical support (if required) for any production issues on Automation globally
• Have knowledge and experience of Automation, AWS, DevOps, CI/CD, Jenkins, Development
• Follow ITIL principles for Incident, Change and Problem management.
• Need to support adhoc tasks like testing / analyze data for automation requirement
• Should be able to provide inputs in improvising the Procedures and Policies to bring in more operational efficiency.

Requirements

• The job holder will be qualified as Bachelor of Engineering (Electronics and Communications) or equivalent.
• The ideal candidate for this role will have good solutioning skills, with appropriate technical expertise
• Experience of at least 8 years in a large organization
• Good hands-on experience with DevOps tools such as Git, GitHub, Jenkins, Ansible, Docker, Kubernetes.
• Experience in Build Automation and creating CI/CD pipelines using Jenkins
• Proficient in working with AWS services like EC2, VPC, S3, configuring Security Groups, IAM, Auto Scaling, ELB and Management tools like Cloud Watch
• Configuring the tools with the Jenkins like Git, Maven, Tomcat, SonarQube, Nexus, Java Jdk...etc.
• Experience & hands on experience of at least 8+ years on automation (e.g. Ansible) tool (Scripting development)
• Hands on experience on Mulesoft/Kong, Experience on RestAPI call with Postman
• Understanding of AWS/Kubernetes/API & Integration
• Experience on automation by integrating the Service-now, Splunk, Ansible and Ansible Tower
• Professional Experience on Containerization tool like Docker, writing Dockerfiles for creating Docker images and containers for different environments.
• Having experience with Terraform to provision the cloud resources.
• Experience in working on Linux Operating System & Scripting
• SNMP & Monitoring Protocol Knowledge
• Good overview of networking topologies and their associated interconnectivity
• Good overview of telephony platforms, both Traditional TDM and IP Telephony (Genesys.)
• Developing & Managing automation framework & developing the automation roadmap
• Must work with confidence under limited supervision and provide detailed reports
• Conduct regular maintenance of Telecommunication systems and other contact center infrastructure equipment's.
• Manage disaster recovery of Telecommunication infrastructure and installations
• Manage & automate capacity management for all telephony services
• Regularly review open issues and action items with the internal and external parties.
• Coordinates and supports field personnel regarding installation of hardware/software on various platforms.
• Be part of a team that performs sustainable continuous improvement, identifying and removing organisational barriers affecting the team, processes and products owned
• Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods, associated frameworks (e.g., Lean) and Bank tools (e.g., JIRA) to do this
• Understand and follow the ITID/Telecoms/Contact Centre strategy and vision

You'll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is 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. 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 Indi