L2 Production Support: Voice & STT Platforms (24x7)

RiDiK (a Subsidiary of CLPS. Nasdaq: CLPS)

Singapore

On-site

SGD 60,000 - 90,000

Full time

13 days ago

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Job summary

RiDiK, a subsidiary of CLPS, is seeking an L2 Production Support specialist for CCTR Voice, STT, and Voice Back Office platforms in Singapore. The role covers 24x7 shifts, incident handling, and change coordination within a mission-critical production environment.

The position requires a degree or diploma in IT/CS/Engineering, hands-on experience in enterprise voice platforms, and strong problem-solving skills. Rotational shifts and weekend windows are expected as part of the work schedule.

Qualifications

Degree or diploma in Information Technology, Computer Science, Engineering, or a related discipline.
Experience in production support, operations, or site reliability with Associate or Senior level.
Experience supporting enterprise Voice, Contact Center, Telephony, Unified Communications, or similar production platforms.
Good understanding of Incident, Problem, and Change Management processes.
Experience in mission-critical production environments with service availability requirements.
Strong analytical, troubleshooting, documentation, and communication skills.
Ability and willingness to work rotational shifts covering 24x7 operations.

Responsibilities

Provide production support for CCTR Voice, STT, and Voice Back 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.