Team Lead-Voice TAC&SA
PuneFull-time12–22 yrsPosted 2 days ago
Leadership customer support role at Tata Teleservices Career Portal in Pune. Needs 12+ years and a B.Tech or B.E..
About the role
To lead the Enterprise Voice TAC team focused on advanced technical issue resolution across SIP, PRI, and IMS (Nokia/UTStar) platforms, including ZTE NGN components. This role is critical in ensuring rapid response to customer complaints, incident resolution, protocol-level analysis, and cross-vendor coordination to maintain high voice service reliability.
What you'll do
- Act as the final technical L3 escalation point for complex issues on SIP trunks, PRI, and IMS/NGN voice platforms
- Conduct deep-dive analysis using signalling traces, system logs, and diagnostic tools for call failures, one-way audio, mute, codec mismatches, and RTP issues
- Own high-priority customer escalations and major incidents till resolution and closure
- Platform & Protocol Expertise
- Legacy TDM Voice – PRI (ISDN, Q.931)
What you need
- Escalation handling
- Telecom
- Cloud security
- IoT
- Root cause analysis
- SOP writing