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 workplace 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 verificat

📌 Production Support (CEPD) (Kurla)
🏢 IFTAS - Indian Financial Technology & Allied Services
📍 Kurla