L2 Production Support: Voice & Telephony Reliability

LYNEER CORP (SINGAPORE) PTE. LTD.; Singapore; Sur place; SGD 60 000 - 90 000; Plein temps

Résumé du poste

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.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Analytical skills

Troubleshooting

Documentation

Communication

Shift work

Incident management

Problem management

Change management

Team collaboration

Monitoring

PowerShell

Automation

Formation

Bachelor’s degree in IT/CS/Engineering

Outils

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

Description du poste

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.