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 accurate 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 setting.
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