Technical Lead

Role Details

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About the Role

We are looking for a highly skilled Technical Support Engineer with expertise in Linux system administration and telecom/VoIP protocols to lead our support operations. The ideal candidate will manage escalated issues, ensure SLA adherence, and guide the technical support team while collaborating with internal stakeholders to maintain platform reliability and performance.

Lead technical support operations for Linux-based VoIP and telecom core systems.

Manage and resolve L2/L3 escalations and coordinate with L4 team for resolution.

Coordination with 3rd parties for resolution.

Provide real-time guidance for troubleshooting, protocol debugging, and configuration tuning.

Implement and maintain backup, restore, and disaster recovery strategies for system integrity.

Lead incident response and critical issue triage sessions with cross-functional teams.

Develop and maintain Standard Operating Procedures (SOPs), knowledge base articles, and RCA documentation.

Key Responsibility Areas:

Lead technical support operations across Linux-based VoIP and telecom core systems.

Manage and resolve L2/L3 escalated issues related to SIP, RTP, SDP, AAA, PCRF, OCS etc.

Monitor and ensure ticket resolution within defined SLAs using ITSM tools

Oversee the entire ticket lifecycle, including assignment, escalation, closure, and RCA

Guide team members in real-time troubleshooting, protocol debugging, and configuration tuning.

Implement and enforce robust backup and restore strategies for system integrity.

Own incident response management and lead critical issue triage sessions.

Create SOPs, knowledge base articles, and RCA documentation for recurring issues.

Collaborate with product, DevOps, and infrastructure teams to ensure platform stability

Functional Competencies:

Strong proficiency in Linux system administration, shell scripting, and troubleshooting.

Expertise in VoIP protocols – SIP, SDP, RTP

Hands-on experience with AAA, PCRF, and OCS systems

Working knowledge of telecom protocols – Diameter, RADIUS, Gx, Gy, Sy, Rx

Knowledge of backup management tools, automation scripts, and disaster recovery planning

General Competencies/Soft Skills:

Understanding of support operations, ticket lifecycle, and SLA adherence

Good communication- Verbal and written communication, problem-solving, and leadership skills

Educational Qualification:

B.E./B.Tech or equivalent in IT, Computer Science, or related field

Red Hat certification is a plus

Preferred Area of Expertise:

Managing VOIP, AAA, PCRF and OCS application