L2 Production Support

LYNEER CORP (SINGAPORE) PTE. LTD.; Singapore; Vor Ort; SGD 60.000 - 90.000; Vollzeit

Zusammenfassung

LYNEER CORP (SINGAPORE) PTE. LTD. is seeking a Production Support specialist to maintain service availability for CCTR Voice, STT, and VoiceBack Office platforms. You'll join a 24x7 operations environment with rotating shifts and after-hours windows.

Responsibilities include monitoring health, triaging incidents, coordinating with L2/L3 teams and vendors, and supporting changes and releases per SOPs. Strong troubleshooting and communication skills are required.

Qualifikationen

• 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.

Aufgaben

• Provide production support for Voice, STT, and VoiceBack 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.

Kenntnisse

Analytical skills

Troubleshooting

Documentation

Communication

Shift work

Incident management

Problem management

Change management

Team collaboration

Monitoring

PowerShell

Automation

Ausbildung

Bachelor’s degree in IT/CS/Engineering

Tools

Cisco Voice

Contact Center platforms

Telephony services

Speech-to-Text

Microsoft 365

Exchange Online

Microsoft Intune

Active Directory

Microsoft Entra ID

PowerShell

Monitoring/Observability tools

ITIL Foundation

Jobbeschreibung

Responsibilities

• 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.

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.