Real-Time Communications Operational Support Engineer

APAR TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

APAR TECHNOLOGIES PTE. LTD. is seeking a hands-on production support engineer for enterprise Voice, Video, and collaboration platforms in a global environment. You will monitor, troubleshoot, and resolve incidents across SIP, SBC, and MS Teams ecosystems.

You will triage alerts, perform health checks, interface with vendors and IT teams, and contribute to problem management, RCA, and capacity planning. Strong knowledge of Ribbon SBC, Avaya, Cisco Voice, NICE Recording, and WebRTC is required.

Qualifications

• 3–5 years of experience in IP Telephony, Voice, Video, Streaming, or collaboration platform operations.
• Hands-on knowledge of Ribbon SBC, Avaya, Cisco Voice/Telepresence, NICE Recording, and MS Teams.
• Strong understanding of SIP, SIP trunking, SBC configuration, WebRTC, and QoS metrics.
• Experience with troubleshooting tools (Splunk, PowerShell, ProcMon, Fiddler, Remedy, Jira).
• Knowledge of enterprise infrastructure including servers, networks, firewalls, and applications.
• ITIL and automation skills.

Responsibilities

• Monitor and troubleshoot Voice, Video, SIP, SBC, and collaboration platforms.
• Triage alerts, resolve incidents, perform health checks, and support post-implementation validation.
• Troubleshoot SIP transport, SBC, carrier interconnectivity, and call setup issues using SIP logs/ladders.
• Coordinate with vendors and infrastructure teams across Network, Database, Storage, and Application support.
• Support Problem Management, RCA, capacity/performance monitoring, and operational documentation.
• Provide oversight and governance of managed service vendors for Voice operations.
• Analyze telemetry, QoS metrics, application logs, and crash dumps to identify issues.

Skills

IP Telephony

Voice Operations

SIP & SBC

Ribbon SBC

Avaya

Cisco Voice/Telepresence

MS Teams

WebRTC

QoS

ITIL

Education

Bachelor's degree in CS/Engineering

Tools

Splunk

PowerShell

ProcMon

Fiddler

Remedy

Jira

Job description

Role Overview:

Responsible for production support, monitoring, troubleshooting, and incident resolution across enterprise Voice, Video, Webcasting, and collaboration platforms in a global environment.

Key Responsibilities:

• Monitor and troubleshoot Voice, Video, SIP, SBC, MS Teams, and collaboration platforms.
• Triage alerts, resolve incidents, perform health checks, and support post-implementation validation.
• Troubleshoot SIP transport, SBC, carrier interconnectivity, and call setup issues using SIP logs/ladders.
• Work with vendors and infrastructure teams across Network, Database, Storage, and Application support.
• Support Problem Management, RCA, capacity/performance monitoring, and operational documentation.
• Provide oversight and governance of managed service vendors for Voice operations.
• Analyze telemetry, QoS metrics, application logs, and crash dumps to identify issues.

Required Skills:

• 3-5 years of experience in IP Telephony, Voice, Video, Streaming, or collaboration platform operations.
• Hands-on knowledge of Ribbon SBC, Avaya, Cisco Voice/Telepresence, NICE Recording, and MS Teams .
• Strong understanding of SIP, SIP trunking, SBC configuration, WebRTC, Voice/Video QoS, latency, jitter, packet loss, MOS, and bandwidth .
• Experience with troubleshooting tools such as Splunk, PowerShell, ProcMon, Fiddler, Remedy, and Jira .
• Knowledge of enterprise infrastructure including servers, networks, firewalls, and applications.
• ITIL and automation skills.
• Strong incident management, troubleshooting, communication, and vendor management skills.
• Bachelor's degree in Computer Science, Engineering, or a related field.

EA Number : 11C4879