053 - L2 Production Support (CCTR Voice, STT, and Voice Back Office platforms)

Job Role: L2 Production Support (CCTR Voice, STT, and Voice Back Office platforms)

Location: Changi Business Park

Contract: 12 months

Mandatory

Skills

• Provide production support for CCTR Voice, STT, and Voice Back Office platforms to maintain service availability and operational stability.

• Participate in rotational shifts covering 24x7 operations and support planned weekend or after-hours implementation windows when required.

• Monitor platform health, application performance, service availability, operational dashboards, alerts, and scheduled activities.

• Investigate, troubleshoot, and resolve production incidents within established procedures and service expectations.

• Perform timely service recovery and coordinate escalations with L2/L3 teams, vendors, Command Centre, and relevant stakeholders.

• Execute health checks, housekeeping, preventive maintenance, and approved SOP-based recovery activities.

• Execute approved Change Requests, deployments, upgrades, maintenance activities, and emergency changes in accordance with governance requirements.

• Perform pre-implementation checks, implementation activities, post-change validation, and approved rollback steps where required.

• Support release readiness, implementation planning, deployment coordination, and production cutover activities.

• Maintain accurate SOPs, runbooks, knowledge articles, implementation records, and operational documentation.

• Identify opportunities for automation, process improvement, and service reliability enhancement.

HR Approval Draft | Site Reliability Engineering (SRE) Page 2

Requirements

Qualifications and Experience

• Degree or diploma in Information Technology, Computer Science, Engineering, or a related discipline.

• Relevant production support, operations, or site reliability experience. Candidates will be considered at Associate or Senior

Associate level based on demonstrated experience and capability.

• Experience supporting enterprise Voice, Contact Center, Telephony, Unified Communications, Collaboration, or similar

production platforms.

• Good understanding of Incident, Problem, and Change Management processes.

• Experience working in a mission-critical production environment with service availability and operational control

requirements.

• Strong analytical, troubleshooting, problem-solving, documentation, and communication skills.

• Ability and willingness to work rotational shifts covering 24x7 operations.

Technical Capabilities

• Hands-on exposure to Cisco Voice, Contact Center platforms, telephony services, call recording, workforce management, or

related integrations.

• Exposure to Speech-to-Text services, voice automation, or associated application and infrastructure components.

• Ability to interpret monitoring alerts, application logs, service health indicators, and recovery procedures.

• Preferred knowledge of Microsoft 365, Exchange Online, Microsoft Intune, Active Directory, or Microsoft Entra ID.

• Experience with PowerShell, operational automation, monitoring, observability, or service management tools is

advantageous.

• ITIL Foundation certification is preferred.

Core Competencies

• Demonstrates ownership and accountability for assigned incidents, operational tasks, and change activities.

• Works effectively with internal teams, technology partners, vendors, and business stakeholders.

• Remains composed and follows established controls during critical incidents and production changes.

• Applies a service-oriented mindset with attention to risk, quality, and operational discipline.

• Contributes to continuous improvement, knowledge sharing, cross-training, and automation.

Working Arrangement

• Full-time role based in Singapore.

• Rotational shifts covering 24x7 operations.

• Participation in planned weekend maintenance, release, and implementation windows when required.

• Support for both Operate production activities and Release CR execution.

• Participation in major incident response and emergency change activities when required.

Kindly take note of the following details for shift work

2. Allowance should be included in the monthly hiring rate.

2. Transport is claimable - before 7am (for morning shift 6am to 3pm) , after 11pm (afternoon shift 2pm to 11pm)

2. Shift Timing

2. Morning shift 6am to 3pm
4. General shift 9am to 6pm.
6. Afternoon shift 2pm to 11pm
8. Night shift 10pm to 7am.

2. Need to support including night shift, weekends and public holidays