L2 Production Support (CCTR Voice, STT, and Voice Back Office platforms)

TRINITY CONSULTING SERVICES PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Trinity Consulting Services PTE. LTD. is seeking a production support specialist to manage IT operations in a 24x7 environment. The role covers Voice, Contact Center, Telephony and UC platforms, focusing on incident, problem and change management, troubleshooting and effective communication with stakeholders.

The ideal candidate has experience in enterprise communications, is comfortable with shift rotations, and can maintain service health across mission-critical systems.

Qualifications

• 3 to 5 yrs of experience in IT/production support or operations.
• Strong understanding of incident, problem and change management.
• Experience with enterprise Voice, Contact Center, Telephony, UC, or Collaboration platforms.
• Experience in 24x7 production environments and willingness to rotate shifts.
• Strong troubleshooting, analytical, documentation and communication skills.

Job description

Requirements

• 3 to 5 yrs of experience
• Degree/Diploma in IT, Computer Science, Engineering, or related field.
• Experience in production support, IT operations, or site reliability.
• Experience supporting enterprise Voice, Contact Center, Telephony, UC, or Collaboration platforms.
• Strong understanding of Incident, Problem, and Change Management.
• Experience in mission-critical, 24x7 production environments.
• Willingness to work rotational shifts covering 24x7 operations.
• Strong troubleshooting, analytical, documentation, and communication skills.

Technical Skills

• Hands-on experience with Cisco Voice/Contact Center, telephony, call recording, WFM, or related integrations.
• Exposure to Speech-to-Text, voice automation, monitoring, logs, and service health tools.
• Knowledge of Microsoft 365, Exchange Online, Intune, Active Directory, or Entra ID is preferred.
• PowerShell, automation, observability, or service management experience is an advantage.
• ITIL Foundation certification is preferred.