Track Manager (Support & Operations) (IN)

Job Summary: JOB DESCRIPTION Network Voice L3 Engineer 1. Position Details • Job Title: Network Voice L3 Engineer • Role Level: Level 3 / Tier 3 Engineer • Domain: Network Voice, Unified Communications and Collaboration • Primary Technology Focus: Cisco SBC/CUBE, Cisco Analog Voice Gateways, Cisco Voice Gateways and Cisco Unified Communications • Preferred Location: Noida • Engagement: Enterprise managed network services • Support Model: Production support environment with participation in on-call and escalation support • Potential Shift Requirement: Willingness to provide support in a 24x7 managed-services environment, based on the assigned business-support roster • Primary Role Classification: Deep subject-matter expert responsible for issues that Level 1 and Level 2 support teams are not equipped to address. This follows the Burlington SOW definition of Level 3 support. • Internal Hiring Alignment: Burlington hiring communications identify the L3 skill requirement as Cisco SBC/CUBEs, Cisco Analog VGs and Cisco Voice Gateway. 2. Role Purpose • Provide Level 3 operational, technical and escalation support for enterprise voice, video, unified communications and related contact-centre infrastructure. • Serve as the technical escalation point for complex incidents that cannot be resolved by L1 and L2 support teams. • Install, configure, administer, monitor, maintain and troubleshoot Cisco voice and collaboration technologies in a large enterprise environment. • Ensure availability, resilience, performance, security and supportability of voice services, call-control platforms, gateways, SBCs and SIP trunks. • Diagnose high-complexity voice, video, signalling, media, call-routing and quality problems and drive them through restoration and root-cause resolution. • Work with network, security, infrastructure, carrier, OEM and service-management teams to resolve cross-domain problems. • Support Burlington’s objectives of incident prevention, automation, high availability, service improvement and reduced outage duration. 3. Key Responsibilities 3.1 Level 3 Technical Support and Escalation • Act as the Tier 3 escalation point for support engineers handling complex voice, video and collaboration incidents. • Triage, diagnose and resolve complex product, configuration, integration and network-related issues. • Lead technical troubleshooting during Priority 1, Priority 2 and major incidents. • Participate in technical bridge calls and provide clear troubleshooting direction, impact analysis, recovery actions and status updates. • Ensure post-review of priority incidents and follow the defined escalation path where additional technical or vendor assistance is required. • Identify incidents requiring special attention, partner engagement or OEM escalation. • Restore services using approved corrective actions or workarounds and continue analysis until the underlying problem is addressed. • Perform timely technical follow-up and maintain ownership through service restoration and closure. • Work with Cisco TAC and other OEM or carrier teams on complex issues and root-cause identification. • Provide a technically sound root-cause analysis for major, recurring and high-impact incidents. • Maintain focus and prioritization when managing multiple technical issues in a high-pressure environment. • These Tier 3 expectations are explicitly included in Urgent Requirement for Network Voice/ Collab Tier 3 (L3) Engineer, including major incident handling, complex troubleshooting, RCA delivery, escalation ownership, Cisco TAC engagement and leadership of technical bridges. 3.2 Cisco SBC, CUBE and SIP Trunk Management • Configure, administer, monitor and troubleshoot Cisco Unified Border Element and enterprise Session Border Controller services. • Manage SBC functionality and associated SIP trunk transport services. • Diagnose inbound, outbound and intersystem calling failures across SIP trunks, voice gateways and call-control platforms.