L2 - Production Support

Summary:

Ensure the availability, stability, performance, and operational continuity of enterprise Contact Center solutions. Serve as the Level 2 escalation point for production incidents; perform in-depth troubleshooting and root cause analysis; support releases and configuration changes; and coordinate business, application, infrastructure, telecom, and OEM/vendor teams. Employment: Full-time | Rotational shifts and on-call support.

Responsibilities:

PRODUCTION OPERATIONS AND MONITORING
• Monitor Contact Center applications, infrastructure, integrations, queues, channels, service health, alerts, capacity, and performance.
• Provide L2 support for IVR, ACD, CTI, agent desktop, dialer, call recording, reporting, workforce interfaces, and omnichannel voice, email, chat, and messaging.
• Validate daily health checks, scheduled jobs, interfaces, backups, alarms, dashboards, and operational checklists; retain evidence.
• Participate in rotational shifts including night shifts and the on-call roster for critical incidents outside business hours.

INCIDENT, PROBLEM, AND SERVICE REQUEST MANAGEMENT
• Own L1 escalations, perform technical triage, restore service within SLA, and provide timely stakeholder updates.
• Analyze application, OS, database, middleware, network, SIP, and telephony logs to isolate faults and determine corrective action.
• Lead/support major-incident bridges, coordinate resolver groups, document timelines, and ensure robust shift handover.
• Conduct RCA for recurring/high-severity incidents and track corrective and preventive actions to closure.
• Fulfil approved requests for agent/user setup, queues, skills, routing, access, campaigns, and reports.

CHANGE, RELEASE, AND CONFIGURATION SUPPORT
• Support deployments, patches, upgrades, hotfixes, certificate renewals, configuration changes, and environment refreshes.
• Prepare and execute implementation, validation, rollback, and post-change monitoring steps under change controls.
• Perform smoke testing and production verification; escalate defects to development/product teams.
• Maintain configuration records and reconcile production settings with approved baselines.

TECHNICAL AND INTEGRATION SUPPORT
• Troubleshoot CRM, ticketing, identity, API/web-service, database, reporting, messaging, and CTI integrations.
• Support SIP trunks, voice gateways, SBCs, call routing, codecs, DTMF, number plans, and carrier coordination.
• Use controlled SQL queries and log analysis for data, transaction, reporting, and interface issues.
• Support middleware/message queues, including IBM MQ queues, channels, listeners, persistence, transactions, and error handling where applicable.

DOCUMENTATION AND CONTINUOUS IMPROVEMENT
• Maintain SOPs, runbooks, troubleshooting guides, known-error records, shift notes, and knowledge articles.
• Provide knowledge transfer and technical guidance to L1 analysts and business support teams.
• Identify repetitive tasks and recurring faults suitable for automation, monitoring improvements, or permanent remediation.
• Contribute to service reviews, trend analysis, capacity planning, audit evidence, and operational-risk reduction.

Minimum 4 years in application support, production support, IT operations, or a similar role. Hands-on experience with enterprise Contact Center solutions is strongly preferred. Experience supporting business-critical applications in a 24x7 production environment with formal incident, problem, change, and release-management controls.

Knowledge:

FUNCTIONAL AND PROCESS KNOWLEDGE
• End-to-end inbound/outbound call flows, IVR journeys, routing strategies, agent states, disposition codes, queue behavior, and recording lifecycle.
• Omnichannel voice and digital operations, channel hand-off, and customer-interaction history.
• Application architecture, high availability, disaster recovery, dependency mapping, failover, and service-restoration priorities.
• SLA/KPI management, escalation matrices, severity classification, RCA, and CAPA tracking.
• Production access controls, segregation of duties, audit evidence, security hygiene, and data-privacy awareness.

BEHAVIORAL COMPETENCIES
• Analytical problem-solving; customer/service orientation; clear communication; cross-team collaboration; execution under pressure; documentation discipline; and learning agility across Contact Center, cloud, automation, observability, and customer-experience technologies.

KEY PERFORMANCE INDICATORS
• Availability/uptime; incident SLA and MTTA/MTTR; repeat-incident and aged-problem reduction; change success and stability; accurate handovers, health checks, and reporting; knowledge/L1 enablement, automation, and improvement outcomes; stakeholder satisfaction and incident communications.

SHIFT AND SUPPORT REQUIREMENTS
• Work in 24x7 rotational shifts, weekends, and holidays as required; participate in on-call and major-incident response; work from office, customer site, or designated operations location; comply with security, access, change, and production-support policies.

Skills: 

Technical Stack: Enterprise Contact Center platforms such as Genesys, Cisco, or Avaya; IVR, ACD, CTI, routing, queues, skills, campaigns, recording, reporting; Linux and Windows Server; SQL and MySQL; SIP, VoIP, trunks, gateways/SBCs, DNS, TCP/IP, ports, latency, packet loss, call-flow troubleshooting; REST/SOAP APIs, JSON/XML, authentication, web services, Java/JavaScript troubleshooting; Shell, Python, or PowerShell scripting (advantageous).
Support Model: L2 production support in a 24x7 environment; incident, problem, service request, change, release, configuration, major-incident, RCA/CAPA, monitoring, handover, documentation, and continuous improvement.
Tools: ServiceNow, Remedy, or equivalent ITSM; enterprise monitoring/logging and observability tools; Microsoft Word, Excel, PowerPoint, and Teams; SQL/database tools; Linux command-line and log-analysis utilities.

Education: Diploma Holder or Graduate in any relevant discipline, with experience aligned to the role requirements.