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Job Description
Structured overview of role & requirementsAbout This Role
Provide 24x7 Voice/VoIP network fault resolution including proactive monitoring and troubleshooting within a pan-European, US, and Canada network.
Manage incident and trouble ticket workflows ensuring compliance with customer SLA response and restoration times.
Coordinate with internal departments and external customers for fault diagnosis, escalation, and resolution of voice network issues.
Minimum Requirements
Experience in voice operations environment of a telecom or large ISP, supporting carrier level voice services and platforms like Broadsoft, Netsapiens, or similar.
Technical skills in SIP, VOIP, ISUP, Q.931 protocols, H.323, and IP network knowledge at least to CCN level.
Proficiency with tools like Wireshark for packet capture analysis and experience with routers, switches and phone platforms (Polycom, Cisco, Sonus/Ribbon).
Education: B.E./BSc degree; certifications like CCNA (Collab), SSCA preferred. Work Experience Required: Not explicitly mentioned in the JD. Notice Period: Not explicitly mentioned.
Ideal Candidate Profile
Structured and proactive operator with a methodical, detail-oriented approach to fault resolution and network monitoring.
Experienced in supporting carrier-level voice services including trunking, call routing, SIP call flows, and troubleshooting under pressure.
Good communicator with experience managing escalations and coordinating cross-functionally in multinational network operations centers.