Telecom Management & Support - L2

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The Telecom Management & Support - L2 role involves overseeing enterprise telecom infrastructure, handling escalations, and ensuring optimal service delivery across diverse platforms.

• Advanced Telecom Operations & Escalations
• Act as the final L3 escalation point for all telecom-related incidents including SIP failures, PRI issues, MPLS/SD-WAN outages, QoS degradation, and PSTN connectivity failures.
• Troubleshoot complex issues involving call routing, voice gateway configurations, SBCs, QoS policies, jitter/latency anomalies, and WAN circuit performance.
• Perform deep‑dive analysis using CDRs, traces, SIP logs, and provider diagnostics.
• Telecom Infrastructure Management
  • SIP Trunks / SBCs
  • PRI/ISDN/E1 links
  • MPLS, SD-WAN, and DIA circuits
  • VoIP infrastructure and gateways
  • UC platforms (CUCM, Teams Direct Routing, Avaya, etc.)
• Oversee number management, DID allocation, and porting processes.
• Telecom Service Provider & Vendor Management
  • Interface with carriers & telco vendors for escalations, fault resolution, SLA disputes, and service improvements.
  • Coordinate with ISPs for link testing, latency checks, and circuit commissioning/upgrades.
  • Ensure vendors adhere to contractual SLAs and provide timely RCA reports.
• Capacity Planning & Performance Optimization
  • Conduct telecom capacity assessments for SIP channels, PRI utilization, WAN bandwidth, and QoS policies.
  • Analyze traffic patterns, CDRs, and call flows to prevent congestion and ensure optimal routing.
  • Recommend upgrades, restructuring, or optimizations based on performance trends.
• Change Management & Project Execution
  • Lead telecom-related change activities including circuit migrations and upgrades, SIP trunk onboarding, SBC/voice gateway configuration changes, dial‑plan modifications and UC integrations.
  • Validate and approve telecom RFCs, risk assessments, and rollback procedures.
• Governance, Compliance & Security
  • Enforce telecom standards including dial‑plan governance, numbering formats, QoS configurations, and SBC security policies.
  • Ensure compliance with regulatory requirements (TRAI, FCC, E911, emergency calling).
  • Implement and maintain telecom security standards such as fraud detection, toll‑bypass prevention, and SIP security hardening.
• Documentation & Life‑cycle Management
  • Maintain detailed documentation including telecom topology diagrams, circuit inventory, vendor lists, dial‑plan documentation, and SOPs.
  • Track contract renewals, service expiries, and cost optimization opportunities.
  • Manage telecom asset lifecycle including capacity thresholds and end‑of‑life planning.
• Mentorship & Leadership
  • Guide L1/L2 telecom/voice/network teams in troubleshooting, RCA, and telecom best practices.
  • Develop knowledge base articles, training documents, and operational SOPs.
  • Participate in roadmap discussions and provide recommendations for technology evolution.
• Strong expertise in telecom technologies such as SIP, RTP, PRI, ISDN, PSTN, DID, QSIG, SS7.
• Hands‑on experience with
  • Voice gateways (Cisco, Audio Codes, Ribbon, Avaya)
  • SBC platforms
  • CUCM, Avaya, Teams Direct Routing or similar UC systems
• Strong understanding of WAN technologies: MPLS, SD‑WAN, VPN, DIA, QoS, CoS classifications.
• Ability to read and analyze SIP traces, CDR logs, ladder diagrams, and signaling flows.
• Strong fault isolation skills for voice quality issues (jitter, packet loss, latency).
• Familiarity with telecom billing, usage analysis, and cost management.
• Knowledge of network fundamentals related to voice (VLANs, QoS, DSCP, NAT traversal).
• Experience:
  
  10–12+ years in telecom operations, voice engineering, or unified communications support, with at least 3–4 years in L3 or senior escalation roles.

• Cisco CCNP Collaboration (or equivalent)
• Ribbon/Audiocodes SBC certifications
• Avaya/Teams UC certifications
• ITIL v4 Foundation
• Any telecom auditing/FCC/TRA compliance certification (optional)

• Strong ownership, analytical thinking, and problem‑solving aptitude.
• Excellent communication with the ability to lead high‑severity bridges.
• Strong vendor negotiation and SLA management…