Key Responsibilities:

ADVANCED PRODUCTION SUPPORT AND SERVICE RELIABILITY
Act as the final technical escalation point for complex or high-impact issues across IVR, ACD, CTI, agent desktop, dialer, recording, reporting, workforce interfaces, and omnichannel services.
Diagnose failures spanning application code, operating systems, databases, middleware, APIs, message queues, networks, SIP/VoIP, gateways, SBCs, carriers, and third-party integrations.
Review platform health, capacity, performance, availability, failover readiness, and observability; define proactive monitoring and reliability improvements.
Participate in the rotational shifts including night shifts and the on-call roster and provide expert support for critical incidents outside business hours.

MAJOR INCIDENT, PROBLEM, AND ROOT CAUSE MANAGEMENT
Lead technical recovery during P1/P2 incidents, establish the troubleshooting strategy, coordinate resolver teams, validate restoration, and advise incident leadership.
Perform deep log, trace, packet, query, thread, heap, transaction, and call-flow analysis to isolate complex faults and identify systemic causes.
Own or technically lead RCA for recurring and high-severity incidents; define corrective and preventive actions and drive permanent fixes through closure.
Review L2 findings, identify diagnostic gaps, maintain known-error records, and improve escalation criteria and recovery procedures.
Support vendor/OEM escalations with complete evidence, reproducible scenarios, impact details, and technical follow-up.
CHANGE, RELEASE, CONFIGURATION, AND ENGINEERING SUPPORT
Provide technical governance for deployments, upgrades, patches, hotfixes, certificate renewals, configuration changes, migrations, and environment refreshes.
Review implementation, validation, rollback, dependency, risk, and post-change monitoring plans for complex or high-risk changes.
Lead production-readiness reviews, smoke and regression validation, performance verification, and post-release stabilization.
Diagnose product defects, collaborate with development/product teams on fixes, and validate solutions before production implementation.
Maintain production baselines, configuration standards, version inventories, dependency maps, and technical debt registers.

ARCHITECTURE, INTEGRATION, AND PERFORMANCE SUPPORT
Troubleshoot and optimize CRM, ticketing, identity, API/web-service, database, reporting, messaging, CTI, and telecom integrations.
Support complex SIP call flows, trunks, SBCs, gateways, codecs, DTMF,



numbering plans, routing, media paths, and carrier interoperability.
Develop and review advanced SQL queries, scripts, diagnostic utilities, and controlled automation without compromising production controls.
Support IBM MQ or equivalent middleware, including queue managers, channels, listeners, clustering, persistence, transactions, security, and recovery.
Analyze capacity and performance trends, identify bottlenecks, and recommend tuning, scaling, resilience, or architectural improvements.

TECHNICAL LEADERSHIP AND CONTINUOUS IMPROVEMENT
Mentor L1/L2 engineers, lead knowledge-transfer sessions, review technical documentation, and improve troubleshooting capability.
Create and govern SOPs, runbooks, diagnostic guides, automation standards, known-error records, and disaster-recovery procedures.
Drive observability, automation, self-healing, repeat-incident reduction, operational-risk remediation, and service-improvement initiatives.
Contribute to architecture reviews, capacity planning, DR exercises, security and audit reviews, vendor governance, and service reviews.

ADVANCED FUNCTIONAL AND PROCESS KNOWLEDGE
Expert understanding of inbound/outbound call flows, IVR applications, routing strategies, agent states, queue behavior, campaigns, recording, reporting, and digital-channel journeys.
Strong understanding of Contact Center architecture, high availability, clustering, disaster recovery, geo-redundancy, dependency mapping, failover, scalability, and service-restoration priorities.
Advanced incident and problem management, RCA methodologies, trend analysis, CAPA governance, error budgeting, capacity management, and production-readiness controls.
Solid knowledge of release, configuration, security, access, segregation-of-duties, audit, data-privacy, vulnerability, certificate, backup, and recovery controls.
Ability to translate business impact and customer journeys into technical troubleshooting priorities and durable engineering improvements.

BEHAVIORAL AND LEADERSHIP COMPETENCIES




Advanced analytical problem-solving and systems thinking; technical ownership; calm decision-making during major incidents; clear executive and technical communication; cross-functional influence; mentoring and review capability; disciplined documentation; continuous-learning and service-improvement mindset.

KEY PERFORMANCE INDICATORS
Platform availability, resilience, performance, and capacity; P1/P2 restoration and technical leadership; MTTR and repeat-incident reduction; RCA quality and CAPA closure; change success and release stability; permanent defect remediation; monitoring and automation coverage; L1/L2 enablement; DR readiness; audit compliance; stakeholder and vendor outcomes.

SHIFT AND SUPPORT REQUIREMENTS
Participate in rotational on-call, weekend/holiday support, and major-incident response; provide technical oversight for high-risk changes; work from office, customer site, or designated operations location when required; comply with organizational security, access, change, and production-support policies.

Skills:

Technical Stack: Genesys, Cisco, Avaya, or equivalent enterprise Contact Center platforms; IVR, ACD, CTI, routing, queues, skills, campaigns, recording, reporting, and omnichannel; advanced Linux and Windows Server troubleshooting; SQL/MySQL and database diagnostics; SIP, SDP, RTP, VoIP, trunks, gateways/SBCs, DNS, TCP/IP, TLS, ports, latency, jitter, packet loss, packet captures, and end-to-end call-flow analysis; REST/SOAP APIs, JSON/XML, authentication, web services, Java/JavaScript diagnostics; IBM MQ or equivalent middleware; Shell, Python, or PowerShell scripting and automation.
Support Model: L3/SME support for a 24x7 production environment; major incident leadership; advanced problem management and RCA/CAPA; defect and vendor management; change/release technical governance; production readiness; performance and capacity engineering; DR/failover; mentoring; automation; observability; and continuous improvement.
Tools: ServiceNow, Remedy, or equivalent ITSM; application performance monitoring, centralized logging, infrastructure and network monitoring, packet-analysis and observability tools; database clients and SQL tools; Linux command-line and diagnostic utilities; source-control and scripting tools; Microsoft Word, Excel, PowerPoint, and Teams."

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Production Support (CEPD) Professional (Mumbai)
🏢 Indian Financial Technology And Alliedservices
📍 Mumbai