Operations Engineer - Remote

Overview

The Operations Engineer will support various application platform services across a range of business portfolios, ensuring service engineering, vendor management, and escalation management.

In Short

• Support daily operations of services including Telephony, SBC, and Genesys.
• Triage, troubleshoot, and resolve issues while engaging third parties as needed.
• Handle Level 3 service requests and operational activities.
• Monitor system alerts and respond through service requests.
• Coordinate with escalation teams during high-risk incidents.
• Adhere to engineering methodologies and best practices.
• Produce clear documentation tailored to audience needs.
• Recommend process improvements and automation tooling.
• Assist in research and development of new products.
• Conduct root cause analysis for service improvements.

Requirements

• Basic knowledge of SBC, Telephony, and Genesys.
• Understanding of SIP call flow.
• Hands-on experience with AudioCodes SBC and Cisco Voice Gateways.
• Platform support experience on Windows and Azure.
• Knowledge of Genesys pure cloud.
• Understanding of operating systems and IT security concepts.
• Experience with troubleshooting tools and techniques.
• General understanding of networking concepts including QoS.
• Experience in clustered and virtual environments.
• Knowledge of ITIL guidelines for incident management.

Benefits

• Future-focused skills development.
• World-class experiences in a flexible environment.
• Diverse and inclusive culture.
• Empowerment in a globally connected team.
• Opportunities for personal and professional growth.