Operations and Support Lead Engineer

About the role

ng-voice is seeking a senior Operations and Support Lead Engineer to act as the primary technical escalation point for its Americas customers. This hands‑on role combines deep troubleshooting with incident leadership, ensuring high‑availability of cloud‑native mobile network solutions.

Key responsibilities

• Provide L2/L3 support for customers across Linux, IMS, SIP, Diameter, Kubernetes and networking environments.
• Lead major incidents from detection through recovery, coordinating engineers across shifts and regions.
• Communicate incident status to internal teams and external stakeholders, produce technical summaries and root‑cause analyses.
• Escalate complex issues to Engineering, Cloud, Product or external partners with detailed evidence.
• Improve monitoring, alerting, runbooks, SOPs and operational documentation.
• Mentor junior engineers through investigations, reviews and feedback.
• Ensure reliable handovers with APAC and EMEA teams for ongoing incidents and maintenance.

Required profile

• Strong hands‑on Linux administration and troubleshooting experience.
• Deep networking knowledge including routing, switching, firewalls, NAT, DNS and load balancing.
• Extensive experience with SIP, Diameter and IMS components.
• Proven ability to lead incident response and coordinate multi‑regional teams.

Required skills

• Linux
• Kubernetes
• Wireshark / tcpdump
• SIP
• Diameter
• IMS (P‑CSCF, I‑CSCF, S‑CSCF, DRA, BGCF, B2BUA, HSS, PCRF/PCF)
• Network troubleshooting (routing, switching, firewalls, NAT, DNS, load balancing)
• Production monitoring tools and log analysis