Ribbon Engineer-Teleco

Ribbon Communications; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Ribbon Communications in the United States seeks an experienced operations engineer focused on client operations, incident response, and telemetry analysis. You will own P1/P2 incidents, coordinate bridge leadership, and drive escalation and communication cadences.

You will interpret logs and metrics in Splunk, manage ServiceNow queues and SLAs, and contribute to continuous improvement by updating runbooks, tuning alerts, and performing RCA.

Qualifications

• Experience with P1/P2 incident response and bridge coordination.
• Ability to interpret logs and metrics for trend and anomaly detection.
• Proven experience with ticketing workflows and SLA management in ServiceNow.

Responsibilities

• P1/P2 incident response leadership and escalation management.
• Lead root cause analysis and action tracking to prevent recurrence.
• Operate telemetry dashboards and interpret data to improve reliability.
• Maintain and tune alerts and runbooks for ongoing operations.

Skills

Incident response

Telemetry interpretation

Cross-functional collaboration

Tools

Splunk

ServiceNow

Job description

• Client operations (alarms, traces/pcaps, routing checks, cert/TLS issues)
• PSX operational knowledge (route/policy verification, translation checks)
• ServiceNow ticket ownership (queue mgmt, prioritization, SLAs)
• P1/P2 incident response (bridge leadership, comms cadence, escalations, action tracking)
• Telemetry insights (logs/metrics interpretation, trend/anomaly detection)
• Splunk proficiency (search, dashboards, alerts, basic field extraction)
• Continuous improvement mindset (runbook updates, alert tuning, problem management/RCA)