L2 Production Support (CCTR Voice, STT, and Voice Back Office platforms)
TRINITY CONSULTING SERVICES PTE. LTD.
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.