Telecom Management & Support - L2

Job Description

Location: Brooklyn (NY) | Employment Type: Full Time - 40 hours per week | Job Level: T4 | Work Preference: Onsite at work location address | Job Code: 239805

Responsibilities

• Act as the final L3 escalation point for all telecom-related incidents including SIP failures, PRI issues, MPLS/SD-WAN outages, QoS degradation, and PSTN connectivity failures.
• Troubleshoot complex issues involving call routing, voice gateway configurations, SBCs, QoS policies, jitter/latency anomalies, and WAN circuit performance.
• Perform deep-dive analysis using CDRs, traces, SIP logs, and provider diagnostics.
• Manage and optimize enterprise telecom infrastructure including PRI/ISDN/E1 links, MPLS, SD-WAN, DIA circuits, VoIP infrastructure, gateways, UC platforms (CUCM, Teams Direct Routing, Avaya, etc.).
• Oversee number management, DID allocation, and porting processes.
• Interface with carriers and telco vendors for escalations, fault resolution, SLA disputes, and service improvements.
• Coordinate with ISPs for link testing, latency checks, and circuit commissioning/upgrades.
• Ensure vendors adhere to contractual SLAs and provide timely RCA reports.
• Conduct telecom capacity assessments for SIP channels, PRI utilization, WAN bandwidth, and QoS policies; analyze traffic patterns, CDRs, and call flows to prevent congestion.
• Recommend upgrades, restructuring, or optimizations based on performance trends.
• Lead telecom-related change activities including circuit migrations and upgrades, SBC/Voice gateway configuration changes, dial plan modifications, and UC integrations.
• Validate and approve telecom RFCs, risk assessments, and rollback procedures.
• Enforce telecom standards including dial-plan governance, numbering formats, QoS configurations, and SBC security policies.
• Ensure compliance with regulatory requirements (TRAI, FCC, E911, emergency calling).
• Implement and maintain telecom security standards such as fraud detection, toll-bypass prevention, and SIP security hardening.
• Maintain detailed documentation including telecom topology diagrams, circuit inventory, vendor lists, dial plan documentation, and SOPs.
• Track contract renewals, service expiries, and cost optimization opportunities.
• Manage telecom asset lifecycle including capacity thresholds and end-of-life planning.
• Guide L1/L2 telecom/voice/network teams in troubleshooting, RCA, and telecom best practices.
• Develop knowledge base articles, training documents, and operational SOPs.
• Participate in roadmap discussions and provide recommendations for technology evolution.

Qualifications & Experience

• 10–12+ years in telecom operations, voice engineering, or unified communications support.
• At least 3–4 years in L3 or senior escalation roles.

Technical Skills

• Strong expertise in telecom technologies such as SIP, RTP, PRI, ISDN, PSTN, DID, QSIG, SS7.
• Hands‑on experience with voice gateways (Cisco, AudioCodes, Ribbon, Avaya), SBC platforms, CUCM, Avaya, Teams Direct Routing, or similar UC systems.
• Strong understanding of WAN technologies: MPLS, SD‑WAN, VPN, DIA, QoS, CoS classifications.
• Ability to read and analyze SIP traces, CDR logs, ladder diagrams, and signaling flows.
• Strong fault isolation skills for voice quality issues (jitter, packet loss, latency).
• Familiarity with telecom billing, usage analysis, and cost management.
• Knowledge of network fundamentals related to voice (VLANs, QoS, DSCP, NAT traversal).

Preferred Certifications

• Cisco CCNP Collaboration (or equivalent)
• Ribbon/Audiocodes SBC certifications
• Avaya/Teams UC certifications
• ITIL v4 Foundation
• Any telecom auditing/FCC/TRA compliance certification (optional)

Behavioral Competencies

• Strong ownership, analytical thinking, and problem‑solving aptitude.
• Excellent communication with the ability to lead high‑severity bridges.
• Strong vendor negotiation and SLA management skills.
• Proactive, detail‑oriented, and able to work in high‑pressure environments.
• Able to mentor junior engineers and drive service excellence.

Benefits

• Hybrid and Workplace flexibility
• Work‑Life‑Balance
• Well‑defined career development plan
• Rewards & Recognition program
• L&D focuses on upskilling
• Hands‑on experience on Emerging Technologies and Digital Transformation
• Career Mobility programs

Equal Opportunity Employer Statement

HTC Global Services is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected. Our success is built on inclusion and diversity, and we are committed to providing a workplace free from discrimination and harassment. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success.