L2 Production Support

• 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 Requirements 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.