- Delhi
- Full-time · Senior
- 4–5 years
The L2 Voice Operations position is a key role within the Command Center, supporting SITA’s global IP Telephony, Unified Communications, and Collaboration products and services. The Command Center provides end-to-end support to a worldwide customer base, requiring high technical expertise to remain fully self-sufficient. The primary focus is ensuring timely resolution of Level 2 incidents and implementing approved changes where applicable.
Responsibilities
- Provide customers with professional, timely, and effective technical expertise for IP Telephony, Unified Communications, and Collaboration services.
- Support or provision customer voice network changes on time, focusing on process improvement and first-time-right execution.
- Own voice service incidents in IP Telephony, Unified Communications, and Collaboration domains across complex topologies (Voice TDM, VoIP, Call Centers, unmanaged LAN, IP routing, or quality issues) and apply a methodical problem-solving approach with escalation to suppliers as needed.
- Implement change requests for Cisco, AudioCodes SBCs, and Genesys Cloud solutions.
- Maintain an up-to-date customer voice topology database.
Requirements
- Bachelor’s degree in Computer Science
- Bachelor’s degree in Data Communications
- Bachelor’s degree in Engineering
- Bachelor’s degree in Telecommunications
- Nice to have: CCNA/CCNP Collaboration