L2 Production Support

Requirements

• Provide production support for CCTR Voice, STT, and VoiceBack Office platforms to maintain service availability and operational stability.
• Participate in rotational shifts covering 24x7 operationsand support planned weekend or after-hours implementation windows when required.
• Monitor platform health, application performance, service availability, operational dashboards, alerts, and scheduled activities.
• Investigate, troubleshoot, and resolve production incidents within established procedures and service expectations.
• Perform timely service recovery and coordinate escalations with L2/L3 teams, vendors, Command Centre, and relevant stakeholders.
• Execute health checks, housekeeping, preventive maintenance, and approved SOP-based recovery activities.
• Execute approved Change Requests, deployments, upgrades, maintenance activities, and emergency changes in accordance with governance requirements.
• Perform pre-implementation checks, implementation activities, post-change validation, and approved rollback steps where required.
• Support release readiness, implementation planning, deployment coordination, and production cutover activities.
• Maintain accurate SOPs, runbooks, knowledge articles ,implementation records, and operational documentation.
• Identify opportunities for automation, process improvement, and service reliability enhancement.

HR Approval Draft | Site Reliability Engineering (SRE) Page2

Qualifications and Experience

• Degree or diploma in Information Technology, Computer Science, Engineering, or a related discipline.
• Relevant production support, operations, or site reliability experience. Candidates will be considered at Associate or Senior Associate level based on demonstrated experience and capability.
• Experience supporting enterprise Voice, Contact Center, Telephony, Unified Communications, Collaboration, or similar production platforms.
• Good understanding of Incident, Problem, and Change Management processes.
• Experience working in a mission-critical production environment with service availability and operational control requirements.
• Strong analytical, troubleshooting, problem-solving, documentation, and communication skills.
• Ability and willingness to work rotational shifts covering24x7 operations.

Technical Capabilities

• Hands-on exposure to Cisco Voice, Contact Center platforms, telephony services, call recording, workforce management, or related integrations.
• Exposure to Speech-to-Text services, voice automation, or associated application and infrastructure components.
• Ability to interpret monitoring alerts, application logs, service health indicators, and recovery procedures.
• Preferred knowledge of Microsoft 365, Exchange Online, Microsoft Intune, Active Directory, or Microsoft Entra ID.
• Experience with PowerShell, operational automation, monitoring, observability, or service management tools is advantageous.
• ITIL Foundation certification is preferred.

Core Competencies

• Demonstrates ownership and accountability for assignedincidents, operational tasks, and change activities.
• Works effectively with internal teams, technologypartners, vendors, and business stakeholders.
• Remains composed and follows established controls duringcritical incidents and production changes.
• Applies a service-oriented mindset with attention to risk, quality, and operational discipline.
• Contributes to continuous improvement, knowledge sharing, cross-training, and automation.

Working Arrangement

• Rotational shifts covering 24x7 operations.
• Participation in planned weekend maintenance, release, and implementation windows when required.
• Support for both Operate production activities and Release CR execution.
• Participation in major incident response and emergency change activities when required.