• Responsible for high-level support role responsible for diagnosing and resolving complex, escalated technical issues in VOIP & PSTN network. • Act as the single line of support before engineering/product teams, ensuring minimal downtime for customers. • Key Responsibilities include Troubleshooting: Diagnosing complex hardware, software, and network hardware of IMS, NGN, SBC & IP NW and protocol issues (e.g. SIP, DIAMETER, BGP, OSPF, TLS, ISUP, RTP, DLTS, SRTP etc) Root Cause Analysis (RCA): Detailing RCAs for critical or catastrophic outages and implementing corrective actions against these. Collaboration: Working with cross functional teams such as MPLS/IP, GPON, TX to resolve customers/NW issues and improve quality. Customer Communication: Delivering high-quality communication to customers regarding technical solutions, often in a 24x7 environment • Candidates must possess deep technical skills in IMS, NGN, SBC & IP network, cloud computing. • Candidates should have strong skill in various protocols like SIP, SS7, Diameter, SOAP, TLS, RTP, DLTS etc. and have expertise in packet analysis and proficient in tools such as Wireshark. • Candidate should have Proficiency in Linux/Unix administration and troubleshooting • Knowledge of IP subnetting & routing and cloud computing is a must. • Knowledge of Python or shell scripting for automation would be preferred. • Relevant certifications will add to the advantage. • Candidates should possess good communication skills. • Should be open for shift work, including nights and weekends.