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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in Technical Support and Managed Services, with a strong focus on contact centre technologies and ITIL practices. Capable of leading L2 support operations, managing escalations, and improving support processes while ensuring SLA compliance.
Highest-signal resume keywords
L2 TroubleshootingTechnical InvestigationITIL PracticesContact Centre TechnologiesCisco Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportIncident ManagementProblem ManagementChange ManagementSIP TechnologiesVoIP TechnologiesREST APIsCloud CommunicationsScripting KnowledgeDiagnostic Skills
Soft Skills
Team LeadershipCommunicationCollaborationProblem-SolvingCustomer Communication
Tools & Technologies
Jira Service ManagementZendeskCCaaS PlatformsAgent PortalAdmin Portal
Certifications & Qualifications
ITIL Certification
Industry Keywords
Contact CentreUnified CommunicationsManaged ServicesCloud InfrastructureTechnical Escalation
Tech Stack
Tools & technologiesAWSCloudVoIP
About the role
Key responsibilities & impact- Lead day-to-day L2 support operations across Toku’s contact centre and voice services
- Own escalated tickets through resolution with clear ownership, priority and technical progression
- Investigate issues across Toku CCaaS, Agent Portal, Admin Portal, voice services, SIP routing, APIs, integrations, cloud infrastructure and Cisco technologies
- Diagnose issues, gather logs and technical evidence, and escalate complex problems to L3, Engineering, Product or vendors
- Manage incident, problem, change, service request and escalation workflows using ITIL practices
- Monitor ticket queues, backlog, aged tickets and SLA compliance
- Identify recurring issues, raise problem records, contribute to Root Cause Analysis reports and drive corrective and preventive actions
- Raise and manage changes associated with incident and problem fixes
- Provide technical leadership during major S1/S2 incidents and coordinate relevant technical teams
- Own technical communication for escalated issues with customers and internal stakeholders
- Guide L2 engineers on troubleshooting, ticket hygiene, customer communication and escalation discipline
- Improve support processes, ticket ownership, technical escalation and cross-team collaboration
- Coordinate work allocation, ticket follow-up and handovers without traditional line-management responsibilities
- Build and maintain SOPs, runbooks, troubleshooting guides and knowledge-base articles
- Produce daily and weekly reporting on queue health, SLA performance, aged tickets and recurring issues for the Support Manager
- Participate in the L2 on-call rota, approximately one week per month
Requirements
What you’ll need- 8+ years in Technical Support, Managed Services, Contact Centre or Unified Communications environments
- At least 3 years in a team lead or shift lead capacity
- Strong hands-on experience supporting contact centre technologies
- Experience guiding technical support engineers and coordinating work without relying solely on formal people-management authority
- Strong L2 troubleshooting, technical investigation, triage, diagnostic and escalation skills
- Hands-on experience managing incident, problem, change, service request and escalation workflows
- Practical experience applying ITIL practices; ITIL certification is an added advantage
- Experience monitoring ticket queues, backlog, aged tickets and SLA compliance
- Strong practical knowledge of contact centre technologies and CCaaS platforms
- Experience with Cisco, Genesys or Amazon Connect is relevant
- Practical knowledge of SIP and carrier/VoIP technologies, call flows, logs and diagnostic information
- Practical knowledge of Cisco Collaboration, contact centre and VoIP technologies
- Practical knowledge of Agent Portal and Admin Portal functionality, integrations, REST APIs, webhooks and monitoring tools
- Practical knowledge of cloud communications and cloud fundamentals, including AWS fundamentals
- Hands-on experience with Jira Service Management and/or Zendesk preferred; similar platforms also relevant
- Fundamental scripting knowledge and ability to understand or analyse scripts and their output
- Experience owning critical technical escalations in enterprise environments
- Experience improving technical support processes, ticket management, troubleshooting, escalation and knowledge sharing
- Bachelor’s degree in IT, Computer Science, Engineering, Telecommunications or a related discipline
- Role based in India; ability to work remotely and attend occasional Chennai office travel
- Ability to participate in an on-call rota and support high-priority incidents outside normal working hours
Benefits
Comp & perks- Remote work from India
- Occasional travel to the Chennai office, once or twice per year
- Participation in the L2 on-call rota, approximately one week per month
- Opportunity to work on meaningful, real-world challenges at a high-growth company