L3 - Production Support (CEPD)

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. Roles and Responsibilities 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. • Strong 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."