Noida, Uttar Pradesh
Job Summary
L2/L3 support for Ribbon Session Border Controller (SBC) environments. Troubleshoot and resolve SIP trunk and interconnect issues: SIP signaling failures, registration issues, routing/policy issues, codec/DTMF mismatches, TLS/SRTP issues One-way/no audio, RTP anchoring, NAT/firewall traversal, interop issues between platforms (Cisco/Zoom/Carrier) Perform configuration and operational tasks (as applicable): routing, transformation/normalization, security policies, certificates, upgrades/patch coordination, and change validation. Analyze call traces/logs and provide SIP ladder/call flow analysis for escalations. Support change implementation, testing, rollback planning, and documentation/runbooks.
Key Responsibilities
1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Applying On-Premise Cisco Collaboration Best Practices To Meet Sla Requirements.
2. Mentor Administrators And Team Members Through Value Addition Activities, Such As Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Enhance Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Actively Participating In Capacity Planning Sessions To Align Resources With Demand.
4. Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand And Address Issues, Facilitating Effective Communication That Leads To Increased Satisfaction.
5. Conduct Thorough Validations And Analyses, Such As Root Cause Analysis And Trend Analysis, To Produce Insightful Reports That Drive Performance Improvements And Inform Key Business Stakeholders.
Skill Requirements
Strong hands-on experience with Ribbon SBC (configuration + troubleshooting). Excellent skills in SIP call flow analysis, packet/log trace analysis, and voice security basics (TLS/SRTP). Experience supporting carrier SIP trunks and working with multiple UC platforms.
Other Requirements
4+ years overall (Strong UC experience)
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