5 days ago
Pune, India
Senior / Mid Level
Responsibilities
- Perform daily operational duties, including health checks and monitoring.
- Identify and resolve operational issues related to recording and playback.
- Monitor overall system performance, including server health and databases.
- Maintain operational documentation, including incident records and runbooks.
- Produce metric and status reports, including daily production health reports.
- Review and respond to client support tickets within defined SLAs.
- Troubleshoot and resolve Level 2 and Level 3 issues.
- Document issues within the customer support portal.
- Provide on-call and off-hours support on a rotational basis.
- Work closely with cross-functional teams to maintain service stability.
Requirements
- 4–8 years of experience supporting voice and data networks.
- Strong knowledge of Microsoft operating systems, Networking, SQL, Security, and VoIP technologies.
- Experience providing production support for cloud-based hosting environments.
- Telephony experience or certifications are an advantage.
- Experience with major PBX/ACD vendors is a plus.
- CTI experience with solutions such as Avaya AES is an advantage.
- Experience with server or client m/TLS certificate updates.
- Experience with AWS is a bonus.
- Experience with SBC is a bonus.
- Experience with application upgrades is a bonus.
- NICE / Verint / other recording platform experience is an advantage.
- NICE certifications are a strong advantage.
- Experience working in medium or large operational teams.
- Excellent communication skills, both written and verbal.
- Experience with MSSQL and Windows scripting (PowerShell) is preferred.
- Ability to understand complex processes and data flows.
- Experience with application debugging and performance tuning.
- Familiarity with application security and compliance best practices.
- Strong troubleshooting and problem-solving skills.
- Ability to multitask and provide rapid support in a production environment.
Benefits
- Flexible work model with 2 days in the office and 3 days remote.
- Opportunities for internal career growth across multiple roles and locations.
- Collaborative and creative work environment.
Tech Stack
AWSMicrosoft SQL ServerPowerShellSQL
Categories
DevOpsSecurity