Job responsibility 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

- Robust 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.

📌 Team Lead-Voice TAC&SA (Pune)
🏢 Tata Teleservices
📍 Pune