L2 Operations- Telephony Lead

Xebia Group; Gurugram District; Hybrid; INR 450,000 - 800,000; Full time

Job summary

Xebia Group in India seeks a skilled L1/L2 Telephony Support Specialist to ensure the availability, reliability, and performance of Cisco Webex services across global offices. You will handle incidents, monitor voice systems, and coordinate with telecom providers then support Webex features such as IVR and call recordings.

The role requires strong communication, stakeholder management, and willingness to relocate if needed, with a 24x7 shift pattern and two days in the customer office per week.

Qualifications

• Strong communication and stakeholder management skills.
• Based in Delhi/NCR or willing to relocate.
• Immediate joiners only.
• Willing to work in 24x7 rotational shifts.
• Comfortable working 2 days per week from the customer's office.

Responsibilities

• Resolve L1/L2 telephony incidents and service requests; provide L3 escalation support when required.
• Monitor voice infrastructure, investigate alerts, and troubleshoot call quality, registration, connectivity, and call routing issues.
• Support Local IT teams across global offices and coordinate with telecom providers.
• Maintain telephony KPIs, monitoring thresholds, troubleshooting guides, and as built documentation.
• Support Webex Assist features, including call queues, IVR, call recordings, and reporting.

Skills

Communication

Stakeholder mgmt

Shift flexibility

ITSM familiarity

Tools

Cisco Webex

ServiceNow

Job description

• Only immediate joiners will be considered.
• Candidate must be comfortable working in 24x7 rotational shifts.
• Candidate should be based in Delhi/NCR or be willing to relocate.
• Candidate must be comfortable working 2 days per week from the customer's office.
• Candidate should possess strong communication and stakeholder management skills.

Job Summary

Provide L1/L2 operational support for global enterprise telephony services, ensuring the availability, reliability, and performance of Cisco Webex Calling, Webex Assist, Cloud PSTN, voice routers, IP phones, and conference room devices.

Key Responsibilities

• Resolve L1/L2 telephony incidents and service requests; provide L3 escalation support when required.
• Monitor voice infrastructure, investigate alerts, and troubleshoot call quality, registration, connectivity, and call routing issues.
• Support Local IT teams across global offices and coordinate with telecom providers.
• Maintain telephony KPIs, monitoring thresholds, troubleshooting guides, and as built documentation.
• Support Webex Assist features, including call queues, IVR, call recordings, and reporting.

Required Technical Skills

• Cisco Webex: Webex Calling, Webex Assist, and Cisco Webex App soft client support.
• Voice Connectivity: E1/T1, PRI/BRI, SIP trunks, Cloud PSTN, and troubleshooting voice connectivity.
• Cisco Voice Routers: Cisco Catalyst 8300 Series and Cisco 4000 Series ISR voice routers.
• IP Phones: Cisco IP Phone 88XX and 9000 Series. connectivity, audio, and call functionality.
• Other Voice Devices: Axis network-connected phones, Cisco ATA 191/192, Cisco VG400 Voice Gateway, analog phones, fax machines, and eFax.
• Fax Troubleshooting: T.38 and G.711 pass-through, where applicable.
• Experience with ITSM tools such as ServiceNow, incident management, and monitoring tools.