Operations and Support Lead Engineer (f/m/x)

ng-voice

4d • Hybrid

About The Position

As the Senior Operations Engineer & Technical Lead for the Americas, you will be the senior technical escalation point for the region. This is a hands-on engineering role: you will directly investigate and resolve complex production issues while also leading incident response, coordinating engineers across shifts, and strengthening the team's capabilities. You will work closely with APAC and EMEA through structured handovers, shared on-call coverage, and operational alignment.

Requirements

• Strong hands-on Linux administration and troubleshooting experience.
• Strong networking knowledge: routing, switching, firewalls, NAT, DNS, load balancing, and packet-level troubleshooting.
• Experience with Wireshark, tcpdump, logs, traces, and production monitoring tools.
• Strong practical knowledge of SIP and Diameter, including independent interpretation of call flows and signaling traces.
• Hands-on IMS experience, ideally with components such as P-CSCF, I-CSCF, S-CSCF, DRA, BGCF, B2BUA, HSS, PCRF/PCF, or MMTEL.
• Experience leading complex production incidents while remaining technically involved in the investigation.
• Strong customer-facing communication skills and the ability to remain clear and calm under pressure.
• Experience writing incident updates, RCAs, and technical documentation.
• Ability to work independently across timezones, take ownership, and close the loop.
• Fluent English, written and spoken.

Nice To Haves

• Kubernetes and AWS operational experience.
• Prometheus, Grafana, Alertmanager, Loki, or similar observability tooling.
• Experience with VoLTE, VoWiFi, EPC, 5G, or mobile-core environments.
• Familiarity with Helm, Longhorn, Multus, container networking, or cloud-native telecom platforms.
• Experience with Jira Service Management, Confluence, and structured incident/problem management.

Responsibilities

• Lead operational support for Americas customers and participate in the rotational on-call model.
• Perform hands-on L2/L3 troubleshooting across Linux, IMS, SIP, Diameter, Kubernetes, networking, logs, packet captures, and monitoring data.
• Act as the senior technical escalation point for complex customer issues.
• Lead major incidents from detection through recovery, setting technical direction, assigning actions, coordinating contributors, and driving resolution.
• Take the primary communication role during significant incidents for both internal and external stakeholders.
• Lead incident bridges, provide clear status updates, define communication cadence, and ensure customers, Engineering, Operations, and leadership receive consistent information.
• Own customer-facing incident communication, recovery confirmation, technical summaries, and RCA input.
• Escalate effectively to Engineering, Cloud, Product, or external partners with sufficient evidence, traces, logs, impact analysis, and investigation context.
• Improve monitoring, alerting, runbooks, SOPs, maintenance procedures, and operational documentation.
• Drive ticket quality, ownership, SLA awareness, and follow-up across the Americas queue.
• Mentor engineers through real investigations, reviews, shadowing, and technical feedback.
• Ensure reliable handovers with APAC and EMEA for ongoing incidents, maintenance, risks, and customer commitments.
• Support the Head of Operations & Support with technical judgement, operational risks, workload observations, and improvement recommendations.

Benefits

• Flexible working that suits you - we live and breathe a hybrid remote culture and don't mind where and when you work
• Mobility benefit
• fitness benefit
• language class benefit
• wellness benefit (for full-time employees)
• Home office budget (for full-time employees)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed