Lead Consultant (Unified Communications)

Make an impact by: Provide 24x7 standby support , ensuring high availability and performance of cloud-based infrastructure through proactive monitoring and maintenance. Manage Level 2/3 incidents, including high-severity escalations, root cause analysis, and end-to-end incident resolution. Execute configuration, problem, and change management (CR/MACD) for vSBC and network components, including hardware/firmware upgrades and security remediation. Collaborate with vendors and ecosystem partners on platform upgrades, patches, VAPT activities, and escalations, while delivering monthly service reports to drive continuous improvement. Strong investigative, problem-solving skills - ability to identify problems and provide solutions in Router, Switches, Firewall Perform regular monitoring and maintenance of the cloud-based infrastructure to ensure optimal performance and availability Manage and mitigate escalations of high impact system failures and assist in tracking the incidents till closure. Hardware/Firmware upgrade/update due to bugs/vulnerabilities Manage & support yearly VAPT Work with Ecosystem partners for platform upgrade or patches Analyse all incidents logged and advise/recommend short term/long term fix Good Team player Manage 3rd party vendors/partners for the delivery and installation of hardware. Skills for Success: Degree in Engineering, Telecommunication, IT discipline Preferably with at least 5 years’ experience in Telecommunication / Network Infrastructure Support Professional certifications in Ribbon SBC Professional certifications in Contact Center CCNA