L2 Operations- Telephony Lead

Mandatory Requirements:

• Only immediate joiners will be considered.
• Candidate must be comfortable working in 24x7 rotational shifts .
• Candidate should be based in Delhi/NCR or be willing to relocate .
• Candidate must be comfortable working 2 days per week from the customer’s office .
• Candidate should possess strong communication and stakeholder management skills .

Job Summary-

Provide L1/L2 operational support for global enterprise telephony services, ensuring the

availability, reliability, and performance of Cisco Webex Calling, Webex Assist, Cloud PSTN, voice

routers, IP phones, and conference room devices.

Key Responsibilities-

• Resolve L1/L2 telephony incidents and service requests; provide L3 escalation support when

required.

• Monitor voice infrastructure, investigate alerts, and troubleshoot call quality, registration,

connectivity, and call-routing issues.

• Support Local IT teams across global offices and coordinate with telecom providers and

vendors.

• Maintain telephony KPIs, monitoring thresholds, troubleshooting guides, and as-built

documentation.

• Support Webex Assist features, including call queues, IVR, call recordings, and reporting.

Required Technical Skills-

• Cisco Webex: Webex Calling, Webex Assist, and Cisco Webex App soft client support.

• Voice Connectivity: E1/T1, PRI/BRI, SIP trunks, Cloud PSTN, and troubleshooting voice

connectivity.

• Cisco Voice Routers: Cisco Catalyst 8300 Series and Cisco 4000 Series ISR voice routers.

• IP Phones: Cisco IP Phone 88XX and 9000 Series.

• Conference Phones: Polycom Trio 8800 troubleshooting, including registration, network

connectivity, audio, and call functionality.

• Other Voice Devices: Axis network-connected phones, Cisco ATA 191/192, Cisco VG400

Voice Gateway, analog phones, fax machines, and eFax.

• Fax Troubleshooting: T.38 and G.711 pass-through, where applicable.

• Experience with ITSM tools such as ServiceNow, incident management, and monitoring tools

(Catalyst Center and DataDog).