Roles and Responsibilities

• Lead advanced troubleshooting for P1/P0 incidents and serve as primary escalation point for complex voice outages.
• Oversee MACD and service request execution, ensuring SLA adherence and quality control.
• Perform deep SIP call flow analysis, SBC diagnostics, codec troubleshooting, and carrier escalations.
• Validate and optimize dial plans, routing logic, and redundancy configurations.
• Support Oracle SBC configuration management and Microsoft Teams Direct Routing integrations.
• Drive root cause analysis (RCA) and long‑term remediation strategies for recurring issues.
• Lead system patching, firmware upgrades, and major version migrations.
• Ensure high availability, failover validation, and disaster recovery readiness.
• Enforce change governance, CAB standards, and audit traceability requirements.
• Mentor L2 engineers and contribute to operational maturity ini...