Europe-Based Telecom Operations & Support Engineer

ng-voice; United States; Ibrido; USD 79.000 - 124.000; Tempo pieno

Vantaggi offerti da questo lavoro

Home-office budget

Wellness benefits

Hybrid remote

Descrizione del lavoro

ng-voice in Europe seeks an IMS/Telecom Operations and Support Engineer to take ownership of customer tickets, investigate issues across the IMS stack and cloud, run planned upgrades, and monitor customer environments to ensure SLA compliance.

You will join a global team, handle scheduled after-hours maintenance, and participate in on-call rotations, contributing to runbooks and RCAs while maintaining high standards of customer communication.

Competenze

• Hands-on Linux administration and troubleshooting.
• Solid networking knowledge: routing, switching, firewalls, NAT, DNS.
• Working knowledge of SIP and Diameter; signaling traces.
• Experience with IMS or VoIP/telecom core environments.
• Packet-level troubleshooting with Wireshark and tcpdump.
• Experience supporting technical customers in a ticket-driven, SLA-based environment.
• Clear written and spoken communication, and the ability to stay calm under pressure.
• Willingness to work scheduled after-hours maintenance windows and on-call rotations.

Mansioni

• Own customer tickets from first response to closure via Jira, email, phone, and chat.
• Troubleshoot L1/L2 issues across Linux, IMS, SIP, Diameter, Kubernetes, and networking.
• Keep customers updated clearly and regularly with actionable updates.
• Escalate to senior engineers or Cloud with evidence to act without asking again.
• Join major incidents: run investigations, gather data, and report findings.
• Plan and run software upgrades and maintenance windows with pre-checks and rollback readiness.
• Monitor customer environments, respond to alerts, and flag risks.
• Provide input for RCAs and write up findings from resolved issues.
• Improve runbooks, SOPs, knowledge base articles, and monitoring/alerting.
• Hand over reliably across regions: open tickets, ongoing incidents, maintenance, and commitments.
• Keep ticket quality and SLA compliance high.

Conoscenze

Linux admin

Networking

SIP/Diameter

IMS/VoIP

Packet captures

On-call

Jira SM

Communication

Strumenti

Wireshark

tcpdump

Jira Service Management

Descrizione del lavoro

ng-voice in Europe seeks an IMS/Telecom Operations and Support Engineer to take ownership of customer tickets, investigate issues across the IMS stack and cloud, run planned upgrades, and monitor customer environments to ensure SLA compliance.

You will join a global team, handle scheduled after-hours maintenance, and participate in on-call rotations, contributing to runbooks and RCAs while maintaining high standards of customer communication.