Job Description

Roles & Responsibilities

Act as the primary technical and operational lead for a major client, ensuring alignment with customer requirements and SLAs.

Drive end-to-end solution ownership, from design validation to deployment and steady-state operations.

Lead L1/L2operations teams in day-to-day support, fault management, and root cause analysis.

Oversee L2health checks, audits, and routine preventive tasks to ensure system stability and compliance.

Serve as an escalation point for complex incidents and ensure timely resolution.

Provide expertise in Networking (TCP/IP), VoIP protocols (SIP, RTP, etc.), SBC(Session Border Controllers), and IMS(IP Multimedia Subsystem).

Support design and optimization of network and VoIP infrastructures to ensure high availability and performance.

Manage and operate cloud-native platforms (Docker, Kubernetes) and monitoring stacks(Prometheus, Grafana).

Define and implement monitoring, alerting, and observability practices to proactively detect and resolve issues.

Ensure operational readiness, documentation, and knowledge sharing across L1/L2 teams.

Conduct periodic performance reviews, system audits, and provide recommendations for improvement.

Mentor and guide operations teams to improve technical troubleshooting skills.

Establish best practices, standard operating procedures (SOPs), and ensure adherence to ITIL or equivalent frameworks.

Collaborate with cross-functional teams (engineering, product, customer success) to drive continuous improvements.

Qualifications :

Bachelor s degree in Computer Science, Telecommunications, or related field (Master s preferred).

4+ years of experience in telecom/VoIP networking and cloud-native operations.

Strong expertise in SIP,RTP, TCP/IP networking, and IMS/SBC platforms.

Hands-on experience with cloud/container platforms: Docker, Kubernetes.

Strong knowledge of observability/monitoring tools: Prometheus, Grafana (plus ELK stack or similar is a plus).

Proven leadership in L1/L2 operations teams, with strong escalation and troubleshooting skills.

Solid understanding of operational processes: incident, change, problem management (ITIL certification a plus).

Excellent communication, customer-facing, and stakeholder management skills.

Preferred Experience :

Experience working with large-scale telecom operators or CSPs.

Familiarity with cloud-native telecom functions (vIMS, vSBC, CNFs).

Exposure to automation and CI/CD practices for operations.

Desired Candidate Profile