Job Overview:

BRAVE is looking for an experienced L2 Operations Engineer - Telephony to manage and support enterprise-level telephony and collaboration systems. The ideal candidate will be responsible for resolving L1/L2 incidents, monitoring telephony infrastructure, coordinating with global office teams, and escalating complex issues to L3/vendors.

Key Responsibilities:

- Provide L2 operational support for enterprise telephony services including Cisco Webex Calling and Webex Assist.

- Resolve L1/L2 telephony incidents and service requests within defined SLAs.

- Continuous monitoring of telephony network devices, alert handling, and threshold management.

- Troubleshoot complex cross-domain incidents by coordinating with Network, Cloud, Security, and Hosting teams.

- Assist local IT teams across global office locations for telephony-related issues.

- Refine telephony KPI monitoring, alert thresholds, and update SOPs / Knowledge Base articles.





- Maintain accurate as-built documentation and participate actively in Root Cause Analysis (RCA) reviews.

- Manage and maintain ServiceNow tickets with precise investigation and closure notes.

Required Skills & Experience:

- 12+ years of hands-on experience in L2 operations within enterprise telephony and collaboration domains.

- Expertise in Cisco Webex Calling, Cisco Webex Assist, and telephony network monitoring.

- Proven background in operating within a 24x7 support environment.

- Solid understanding of ITSM processes (Incident, Problem, and Change Management).

- Excellent spoken and written English communication skills.

Preferred Certifications:

- Cisco Certified Specialist - Collaboration Hybrid & Cloud

- Cisco CCNA / Cisco Collaboration Certification

📌 Operations Engineer - Telephony (Gurugram)
🏢 Brave Futures
📍 Gurugram