Telecom Support Lead

1 week ago

New York, NY, United States HTC Global Services Full time

Telecom Support Lead - L3

We are looking for a highly experienced Telecom Support Lead (L3) to manage advanced telecom operations, lead critical escalations, and ensure optimal performance of enterprise voice and network infrastructure. This is an onsite role requiring deep technical expertise, strong leadership, and the ability to drive service excellence in high-pressure environments.

Key Responsibilities

1. Advanced Telecom Operations & Escalations

  • Serve as the final L3 escalation point for telecom incidents including SIP failures, PRI issues, MPLS/SD-WAN outages, QoS degradation, and PSTN connectivity failures.
  • Troubleshoot complex issues involving call routing, SBCs, voice gateways, QoS policies, jitter/latency anomalies, and WAN circuit performance.
  • Perform deep-dive analysis using CDRs, SIP logs, traces, and provider diagnostics.
2. Telecom Infrastructure Management
  • Manage and optimize enterprise telecom infrastructure:
    • SIP Trunks / SBCs
    • PRI/ISDN/E1 links
    • MPLS, SD-WAN, DIA circuits
    • VoIP gateways and UC platforms (CUCM, Teams Direct Routing, Avaya)
  • Oversee number management, DID allocation, and porting processes.
3. Vendor & Service Provider Management
  • Interface with carriers and vendors for escalations, SLA disputes, and service improvements.
  • Coordinate with ISPs for link testing, latency checks, and circuit commissioning/upgrades.
  • Ensure vendors meet contractual SLAs and provide timely RCA reports.
4. Capacity Planning & Performance Optimization
  • Conduct capacity assessments for SIP channels, PRI utilization, WAN bandwidth, and QoS policies.
  • Analyze traffic patterns and call flows to prevent congestion and optimize routing.
  • Recommend upgrades and optimizations based on performance trends.
5. Change Management & Project Execution
  • Lead telecom-related changes: circuit migrations, SIP trunk onboarding, SBC/gateway configurations, dial plan modifications, and UC integrations.
  • Validate and approve telecom RFCs, risk assessments, and rollback plans.
6. Governance, Compliance & Security
  • Enforce telecom standards for dial plans, QoS, and SBC security.
  • Ensure compliance with regulatory requirements (FCC, E911, TRAI).
  • Implement security measures for fraud detection, toll-bypass prevention, and SIP hardening.
7. Documentation & Lifecycle Management
  • Maintain detailed documentation: topology diagrams, circuit inventory, vendor lists, dial plans, and SOPs.
  • Track contract renewals, service expiries, and cost optimization opportunities.
  • Manage telecom asset lifecycle and end-of-life planning.
8. Mentorship & Leadership
  • Guide L1/L2 teams in troubleshooting and best practices.
  • Develop knowledge base articles, training materials, and SOPs.
  • Participate in roadmap discussions and recommend technology evolution.
Required Technical Skills
  • Expertise in telecom technologies: SIP, RTP, PRI, ISDN, PSTN, DID, SS7.
  • Hands-on experience with:
    • Voice gateways (Cisco, AudioCodes, Ribbon, Avaya)
    • SBC platforms
    • UC systems (CUCM, Avaya, Teams Direct Routing)
  • Strong understanding of WAN technologies: MPLS, SD-WAN, VPN, DIA, QoS.
  • Ability to analyze SIP traces, CDR logs, and signaling flows.
  • Knowledge of telecom billing, usage analysis, and cost management.
  • Network fundamentals related to voice (VLANs, QoS, DSCP, NAT traversal).
Experience & Certifications
  • Experience: 10-12+ years in telecom operations or voice engineering, with 3-4 years in L3 or senior escalation roles.
  • Preferred Certifications:
    • Cisco CCNP Collaboration (or equivalent)
    • Ribbon/Audiocodes SBC certifications
    • Avaya/Teams UC certifications
    • ITIL v4 Foundation
    • Telecom compliance/auditing certifications (optional)
Behavioral Competencies
  • Strong ownership and analytical thinking.
  • Excellent communication and ability to lead high-severity bridges.
  • Vendor negotiation and SLA management skills.
  • Proactive, detail-oriented, and calm under pressure.
  • Ability to mentor junior engineers and drive service excellence.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you'll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You'll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

#LI-NS1 #LI-Onsite

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