PRODUCTION OPERATIONS AND MONITORING
• Monitor Contact Center applications, infrastructure, integrations, queues, channels, service health, alerts, capacity, and performance.
• Provide L2 support for IVR, ACD, CTI, agent desktop, dialer, call recording, reporting, workforce interfaces, and omnichannel voice, email, chat, and messaging.
• Validate daily health checks, scheduled jobs, interfaces, backups, alarms, dashboards, and operational checklists; retain evidence.
• Participate in rotational shifts including night shifts and the on-call roster for critical incidents outside business hours.

INCIDENT, PROBLEM, AND SERVICE REQUEST MANAGEMENT
• Own L1 escalations, perform technical triage, restore service within SLA, and provide timely stakeholder updates.
• Analyze application, OS, database, middleware, network, SIP, and telephony logs to isolate faults and determine corrective action.
• Lead/support major-incident bridges, coordinate resolver groups, document timelines, and ensure robust shift handover.




• Conduct RCA for recurring/high-severity incidents and track corrective and preventive actions to closure.
• Fulfil approved requests for agent/user setup, queues, skills, routing, access, campaigns, and reports.

CHANGE, RELEASE, AND CONFIGURATION SUPPORT
• Support deployments, patches, upgrades, hotfixes, certificate renewals, configuration changes, and setting refreshes.
• Prepare and execute implementation, validation, rollback, and post-change monitoring steps under change controls.
• Perform smoke testing and production verification; escalate defects to development/product teams.
• Maintain configuration records and reconcile production settings with approved baselines.

TECHNICAL AND INTEGRATION SUPPORT
• Troubleshoot CRM, ticketing, identity, API/web-service, database, reporting, messaging, and CTI integrations.
• Support SIP trunks, voice gateways, SBCs, call routing, codecs, DTMF, number plans, and carrier coordination.
• Use controlled SQL queries a

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