Team Lead-Voice TAC&SA

Job responsibility Job Purpose 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.

Key Responsibilities

1. Technical Escalation Handling 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.
2. Platform & Protocol Expertise Serve as SME across: VoIP – SIP, RTP, SDP Legacy TDM Voice – PRI (ISDN, Q.931) IMS Platforms – Nokia TAS, CSCF, HSS; UTStar IMS NGN – ZTE Softswitch, MGW Use tools such as Wireshark, Diameter/SIP trace tools, ZTE/Nokia OSS for analysis.
3. Incident & Problem Management Lead technical resolution of network incidents, coordinating across engineering, OEMs, and field teams. Drive root cause analysis (RCA) and implement corrective/preventive actions for chronic issues. Document problem records and ensure learning is captured in SOPs.
4. Vendor & OEM Coordination Act as technical interface with Nokia, UTStar, and ZTE for complex issue resolution. Raise, track, and close technical trouble tickets (TTs) with OEMs. Coordinate log collection, analysis, and fix validation with vendor TAC teams.
5. Service Assurance :- Ensuring resolution within SLA. CCI Tracking as per KPI Ensuring lowest Repeat of issues. Providing L3 support for customer complaint resolutions. Maintaining Best customer Experience
6. Team Mentorship & Knowledge Management Mentor TAC engineers on VoIP call flow, SIP troubleshooting, and PRI diagnostics. Prepare and maintain technical SOPs, fault trees, and RCA templates. Conduct regular knowledge-sharing sessions and post-incident reviews. Skills & Competencies Technical Skills Strong command over: SIP call flow and troubleshooting Codec negotiation, RTP/media path debugging ISDN Q.931 and PRI-based call setups Nokia IMS, UTStar IMS, and ZTE Softswitch/MGW internals Experience with SBCs, SIP Proxies, DNS/ENUM routing, and MGW call bridging . Behavioral Skills Customer-focused approach with excellent incident communication. High analytical capability under pressure. Ability to coordinate cross-functional teams in high-severity situations.

Qualifications

Bachelor’s degree in Electronics/Telecom/IT or related field. 12+ years of telecom experience in VoIP/IMS/PRI environments, including 3+ years in L3/TAC or technical lead role. Relevant certifications (e.g., SIP School, Nokia IMS, Cisco Voice, VoIP protocols) preferred. Work Conditions Availability for 24x7 on-call support for major escalations.

Occasional weekend/off-hour work during platform changes or crisis handling. Willingness to travel for platform audits or OEM coordination as required.