Telecom / Voice/Software Engineer/IT Infrastructure Delivery

Job description

Experience- 2-4 years

Location- Hyderabad

Skills-

Role Purpose (overall high level summary of the role)

The Job holder need to support Aspect, Genesys contact centers globally which will include any one of the following tasks

· Deliver in view of agreed procedures & timelines with respect to assigned voice engineering global projects, tasks, any adhoc activity

· Handle business communication on a day to day basis with respective regional teams

· Ensure BAU work is on track and take necessary action in line with manager's approval to ensure smooth day to day delivery by the team

· Co-ordinate with business area on a regular basis to keep abreast of changes, activities taking place with regard to voice related projects

· Liaise closely with the regional teams for any new activity, updates related to BAU activities

· Demonstrate behaviors and results which show a high level of commitment to the globalization of telecommunication domain and overall Telecommunication services

· Globalize MACD process for telephony – co-ordinate, support and manage pre-requisites for new migrations

· Document, standardise, and perform all processes regarding contact center administration as testing processes, upgrade processes, implementation of standard processes as part of voice technology focused functions

· Support manager in technical management of the team & being a key contributor to provide valuable inputs for betterment, process improvement

· Publish, standardise monthly reports to management related to delivery and performance of the overall telephony teams support the team in critical situations & share best practices with the team

Principal Accountabilities: Key activities and decision making areas

Typical Targets and Measures

· Impact on the Business

· Completion of GSRs / Work Requests/Incidents/Change Orders & Project work in strict timelines

· Responding to email requests, processing access requests in strict timelines

· Manage the work as per the policies & procedures of HSBC.

· Have a constructive approach towards work to complete the relevant tasks on time

· Quality target – 100 %, Individual's productivity % should be higher than the team productivity %.

· Customers (External/ Internal)

· Ensure tasks are been completed on a timely basis

· Internal users and third party vendors are customers to this delivery team

· Efficient service should be delivered & get maximum accolades from business & customers

· Leadership & Team work

· Staff covering critical off peak shifts are required to take individual decisions in managing the work, handling the calls, responding to any adhoc query raised by business units, vendors & effectively manage any technical issues

· Handles the task of sending management reports

· Training new recruits in handling requests

· Effective communication, co-ordination & contribution towards team work

· Schedule & lead business meetings

· Share best practices with the team

· Operational Effectiveness & Control

· Ensure GSRs / Work Requests/Incidents/Change Orders are handled within the audit guidelines

· Establish and adhere to, sign-off procedures as established by BA

· Regular review & updating of process documents

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

· To have a vigilant approach on all the tasks assigned to the individuals

· To co-ordinate with multiple teams to ensure timely completion of work

· To apply technical expertise for any unknown/challenging issues by co-ordaining with the technical contacts

· Awareness of upgrades/changes to Contact Center, telephony infrastructure

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

· The ability to work methodically and support several pieces of work in parallel by coordinating with multiple teams

· Good analytical, problem solving & communication skills

· Self-motivated and enthusiastic, team player, capable of working independently

· Need to support adhoc tasks like testing / quality sampling / any other business requirement

· Completion of GSRs / Work Requests / Incidents / Change Order &, Project work in strict timelines

Management & Leadership of Regulatory, Compliance & Operational Risk (Operational Risk / FIM requirements)

Demonstrate leadership on Regulatory & Compliance matters. Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM.

Observation of Internal Controls (Compliance Policy / FIM requirements)

Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimizing relations with regulators

Role Dimensions This role has no direct control of budget.

All Individuals report to Direct Line Manager

Headcount reporting to this role

(All staff in the dept/section, including direct & indirect subordinates. Do not include dotted/functional reportees headcount here.)

Direct:

0

Indirect:

0

Total:

0

Headcount reporting to this role

(All staff in the dept/section, including direct & indirect subordinates. Do not include dotted/functional reportees headcount here.)

Direct:

0

Indirect:

0

Total:

0

Dotted/functional reportees to this role, if any (state title of the job) :

0

Knowledge & Experience / Qualifications ( For the role – not the role holder. Minimum requirements of the role.)

A. Secondary School B. University (BA) or (BS) C. Post Graduate (Masters)

A. Two years or less B. Two to five years C. Five to ten years D. Over ten years

· Bachelor's degree in Computer Science, Management Information Systems, Engineering, related technical field or equivalent experience

· Minimum 5+ years of experience in supporting IT Infrastructure within one of the following platforms.

· Data Networks, Voice Networks, Aspect/Genesys Contact Center technology

· Relevant Certification is added advantage.

· Excellent verbal and written communication skills.

· Quick learner with an ability to share and transfer knowledge.

· Ability to work under pressure and deliver within limited timescales, whilst maintaining quality

· Ability to prioritize and deliver service, to agreed service levels, within a diverse and constantly changing technical environment.

Desired profile

Qualifications :

NA