Team Lead-Voice TAC&SA

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.