Team Lead-Voice TAC&SA

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

• 12–22 yrs of experience
• Escalation handling
• Telecom
• Cloud security
• IoT
• Root cause analysis
• SOP writing
• B.Tech or B.E.