Sr Lead - Service Delivery & Management

About the Company

Broad Outline of the Role

Minimum Qualifications & Experience

• Bachelor’s Degree in Engineering/Telecommunications/IT or equivalent.
• 7–10 years of experience in Voice, UCC, VoIP, Telecom, Networking, or related technologies.
• Experience in managing Voice and enterprise customer projects and technical teams.
• Microsoft, Cisco, Networking, SIP, VoIP certifications are desirable.
• Technical Knowledge & Skills
• Strong knowledge of SIP, VoIP, RTP/SDP, SIP Trunking, codecs, dial plans, call routing, and enterprise telephony.
• Experience in SIP call-flow troubleshooting, Wireshark/packet analysis, and voice-quality issues.
• Working knowledge of Microsoft Teams/UC, Teams Phone, Direct Routing, and SBC integration.
• Knowledge of Cisco CUCM, CUBE/Voice Gateway, IP Phones, SIP Trunks, and enterprise voice solutions.
• Knowledge of Jamvee/UC platforms, including user/number provisioning, IP Phones, IVR, Hunt Groups, and call routing.
• Knowledge of SBC platforms such as Ribbon/Sonus, Cisco CUBE, or equivalent.
• Good understanding of TCP/IP, VLAN, NAT, Firewall, QoS, MPLS, LAN/WAN, routing, and router configuration.
• Understanding of High Availability, Disaster Recovery, redundancy, failover/failback, and business continuity.
• Requisite Skills: Behavioural
• Assertive with good negotiation, Strong analytical and Management skills.
• Good communication skills.
• Good interpersonal skills.
• Able to work under pressure.
• Understanding business requirement.
• Quick Leaner.
• Key Responsibilities Manage planning, scheduling, execution, tracking, and delivery of Voice and UCC projects as per agreed scope and timelines. Review customer requirements, solution design, HLD/LLD, network diagrams, dial plans, and technical dependencies. Coordinate with Solutioning, Engineering, Product, Network, Operations, Vendors, and Customers for successful delivery. Lead/coordinate configuration and integration of PBX/UC, SIP Trunks, SBC, Microsoft UC/Teams, Cisco, Jamvee, MPLS/routers, and DR solutions. Manage SIT, UAT, migration, Go-Live, rollback, and customer acceptance activities. Troubleshoot complex SIP, voice, SBC, PBX, and network-related issues and drive them to resolution. Identify project risks, technical dependencies, and resource constraints and implement mitigation plans. Manage and mentor technical resources and ensure effective resource and capacity utilization. Handle customer escalations and ensure timely resolution and communication. Maintain project and technical documentation such as MOP, test plans, configuration documents, migration/rollback plans, DR procedures, RCA, and As-Built documents. Ensure successful project handover to Operations/NOC/Support teams and drive continuous improvement.
• Manage planning, scheduling, execution, tracking, and delivery of Voice and UCC projects as per agreed scope and timelines.
• Review customer requirements, solution design, HLD/LLD, network diagrams, dial plans, and technical dependencies.
• Coordinate with Solutioning, Engineering, Product, Network, Operations, Vendors, and Customers for successful delivery.
• Lead/coordinate configuration and integration of PBX/UC, SIP Trunks, SBC, Microsoft UC/Teams, Cisco, Jamvee, MPLS/routers, and DR solutions.
• Manage SIT, UAT, migration, Go-Live, rollback, and customer acceptance activities.
• Troubleshoot complex SIP, voice, SBC, PBX, and network-related issues and drive them to resolution.
• Identify project risks, technical dependencies, and resource constraints and implement mitigation plans.
• Manage and mentor technical resources and ensure effective resource and capacity utilization.
• Handle customer escalations and ensure timely resolution and communication.
• Maintain project and technical documentation such as MOP, test plans, configuration documents, migration/rollback plans, DR procedures, RCA, and As-Built documents.
• Ensure successful project handover to Operations/NOC/Support teams and drive continuous improvement.

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