We are seeking a highly skilled and motivated Operations Lead to oversee the delivery, operation, and support of solutions for a major telecom account. The ideal candidate will have strong expertise in networking, VoIP protocols, SBC/IMS platforms, and cloud-native technologies. This role requires both technical leadership and team management skills to ensure reliable operations, proactive monitoring, and continuous service improvement.
Key Responsibilities :
· Act as the primary technical and operational lead for a major client, ensuring alignment with customer requirements and SLAs.
· Drive end-to-end solution ownership, from design validation to deployment and steady-state operations.
· Lead L1/L2operations teams in day-to-day support, fault management, and root cause analysis.
· Oversee L2health checks, audits, and routine preventive tasks to ensure system stability and compliance.
· Serve as an escalation point for complex incidents and ensure timely resolution.
· Provide expertise in Networking (TCP/IP), VoIP protocols (SIP, RTP, etc.), SBC(Session Border Controllers), and IMS(IP Multimedia Subsystem).
· Support design and optimization of network and VoIP infrastructures to ensure high availability and performance.
· Manage and operate cloud-native platforms (Docker, Kubernetes) and monitoring stacks(Prometheus, Grafana).
· Define and implement monitoring, alerting, and observability practices to proactively detect and resolve issues.
· Ensure operational readiness, documentation, and knowledge sharing across L1/L2 teams.
· Conduct periodic performance reviews, system audits, and provide recommendations for improvement.
· Mentor and guide operations teams to improve technical troubleshooting skills.
· Establish best practices, standard operating procedures (SOPs), and ensure adherence to ITIL or equivalent frameworks.
· Collaborate with cross-functional teams (engineering, product, customer success) to drive continuous improvements.
Qualifications :
· Bachelor’s degree in Computer Science, Telecommunications, or related field (Master’s preferred).
· 4+ years of experience in telecom/VoIP networking and cloud-native operations.
· Strong expertise in SIP,RTP, TCP/IP networking, and IMS/SBC platforms.
· Hands-on experience with cloud/container platforms: Docker, Kubernetes.
· Strong knowledge of observability/monitoring tools: Prometheus, Grafana (plus ELK stack or similar is a plus).
· Proven leadership in L1/L2 operations teams, with strong escalation and troubleshooting skills.
· Solid understanding of operational processes: incident, change, problem management (ITIL certification a plus).
· Excellent communication, customer-facing, and stakeholder management skills.
Preferred Experience :
· Experience working with large-scale telecom operators or CSPs.
· Familiarity with cloud-native telecom functions (vIMS, vSBC, CNFs).
· Exposure to automation and CI/CD practices for operations.
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