L2 Production Support

Skills

• active-directory
• automation
• cisco
• entra-id
• intune
• itil
• microsoft-exchange
• observability
• powershell
• process-improvement
• sre

Must have

1. • Support release readiness, implementation planning, deployment coordination, and production cutover activities.
2. • Maintain accurate SOPs, runbooks, knowledge articles ,implementation records, and operational documentation.
3. • Identify opportunities for automation, process improvement, and service reliability enhancement.
4. HR Approval Draft | Site Reliability Engineering (SRE) Page2
5. • Degree or diploma in Information Technology, Computer Science, Engineering, or a related discipline.
6. • Relevant production support, operations, or site reliability experience. Candidates will be considered at Associate or Senior
7. Associate level based on demonstrated experience and capability.
8. • Experience supporting enterprise Voice, Contact Center, Telephony, Unified Communications, Collaboration, or similar
9. production platforms.
10. • Good understanding of Incident, Problem, and Change Management processes.
11. • Experience working in a mission-critical production environment with service availability and operational control
12. • Strong analytical, troubleshooting, problem-solving, documentation, and communication skills.
13. • Ability and willingness to work rotational shifts covering24x7 operations.
14. Technical Capabilities
15. • Hands-on exposure to Cisco Voice, Contact Center platforms, telephony services, call recording, workforce management, or
16. related integrations.
17. • Exposure to Speech-to-Text services, voice automation, or associated application and infrastructure components.
18. • Ability to interpret monitoring alerts, application logs, service health indicators, and recovery procedures.
19. • Preferred knowledge of Microsoft 365, Exchange Online, Microsoft Intune, Active Directory, or Microsoft Entra ID.
20. • Experience with PowerShell, operational automation, monitoring, observability, or service management tools is
21. advantageous.
22. • ITIL Foundation certification is preferred.
23. Core Competencies
24. • Demonstrates ownership and accountability for assignedincidents, operational tasks, and change activities.
25. • Works effectively with internal teams, technologypartners, vendors, and business stakeholders.
26. • Remains composed and follows established controls duringcritical incidents and production changes.
27. • Applies a service-oriented mindset with attention to risk, quality, and operational discipline.
28. • Contributes to continuous improvement, knowledge sharing, cross-training, and automation.
29. Working Arrangement
30. • Rotational shifts covering 24x7 operations.

Full description