L2 - Production Support

Indian Financial Technology And Alliedservices; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Indian Financial Technology And Alliedservices in Mumbai is seeking an experienced Production Operations Specialist to ensure the availability, stability, and performance of enterprise Contact Center solutions.

You will serve as the Level 2 escalation point for production incidents, perform in-depth troubleshooting, and coordinate cross-functional teams across business, application, infrastructure, telecom, and OEM/vendor groups.

Qualifications

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

Responsibilities

• Monitor Contact Center applications, infrastructure, integrations, queues, channels, service health, alerts, capacity, and performance.
• Provide L2 support for IVR, ACD, CTI, agent desktop, dialer, and omnichannel communications.
• Own escalations, perform triage, restore service, and update stakeholders.
• Support deployments, patches, changes, and post-change validation under controls.
• Maintain SOPs, runbooks, and knowledge articles; drive continuous improvement.

Skills

Genesys

Cisco

Avaya

Linux

SQL

SIP

Education

Diploma Holder

Graduate

Tools

ServiceNow

Remedy

ITSM

Monitoring tools

Job description

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; elevate 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.

Roles and Responsibilities

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.