Tech Product Owner / Consultant Specialist

About the role

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.

What you'll do

• 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

What you need

• JIRA
• Agile
• Incident response
• Root cause analysis
• Any graduate