L2 - Production Support (CEPD)

IFTAS - Indian Financial Technology & Allied Services; Kurla; On-site; INR 800,000 - 1,200,000; Full time

Job summary

IFTAS - Indian Financial Technology & Allied Services is hiring for Production Operations and Monitoring to oversee contact center applications, infrastructure, integrations, queues, channels, and overall service health in a fast-paced environment.

You will provide L2 support for IVR, ACD, CTI, agent desktop, dialer, call recording, reporting, and omnichannel communications, ensuring alerts and capacity remain within limits.

Responsibilities

• Monitor contact center applications, infrastructure, queues, channels, and service health.
• Provide L2 support for IVR, ACD, CTI, agent desktop, dialer, and omnichannel communications.
• Validate daily health checks, backups, dashboards, and runbooks; retain evidence.
• Participate in rotational shifts including night shifts and on-call for incidents.
• Own L1 escalations, perform triage, and restore service within SLA.

Job description

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.