Production Support- CCTR Voice

Position: L2 Production Support (CCTR Voice, STT, and Voice Back Office platforms)

Job Description

• Provide production support for CCTR Voice, STT, and Voice Back Office platforms to maintain service availability and operational stability.
• Participate in rotational shifts covering 24x7 operations and 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)

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.

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 assigned incidents, operational tasks, and change activities.
• Works effectively with internal teams, technology partners, vendors, and business stakeholders.
• Remains composed and follows established controls during critical 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.

Kindly take note of the following details for shift work

• Morning shift 6am to 3pm
• General shift 9am to 6pm.
• Afternoon shift 2pm to 11pm
• Night shift 10pm to 7am.

Pay: $3,500.00 - $4,800.00 per month

Work Location: In person