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.