Senior UC Operations Engineer
Infosys
- Location
- Hyderabad, Telangana, India
- Job type
- Full-time
Required skills
- Python
- Power BI
- automation tools
- banking
- capacity planning
- change management
- configuration management
- firmware
- incident response
- operational metrics
- Oracle
- Root Cause Analysis
- YAML
- Unity
About the role
Infosys
Website:
infosys.com
Job details:
Required Qualifications
- 7-10 years of enterprise Cisco Unified Communications operations experience.
- Expert-level proficiency with CUCM, Unity Connection, SIP trunking, Oracle SBC, and Microsoft Teams Direct Routing.
- Advanced understanding of SIP protocol, RTP/SRTP, QoS, codec negotiation, and call flow analysis.
- Proven experience leading P1/P0 enterprise voice incident response.
- Strong understanding of ITIL change management and CAB governance.
- Experience operating within regulated banking or financial services environments.
- Experience developing automation tools with YAML, Python, and Microsoft Power Platform.
- Experience with creating operational metrics dashboards (Power BI or similar). Key Responsibilities
- Lead advanced troubleshooting for P1/P0 incidents and serve as primary escalation point for complex voice outages.
- Oversee MACD and service request execution, ensuring SLA adherence and quality control.
- Perform deep SIP call flow analysis, SBC diagnostics, codec troubleshooting, and carrier escalations.
- Validate and optimize dial plans, routing logic, and redundancy configurations.
- Support Oracle SBC configuration management and Microsoft Teams Direct Routing integrations.
- Drive root cause analysis (RCA) and long-term remediation strategies for recurring issues.
- Lead system patching, firmware upgrades, and major version migrations.
- Ensure high availability, failover validation, and disaster recovery readiness.
- Enforce change governance, CAB standards, and audit traceability requirements.
- Mentor L2 engineers and contribute to operational maturity initiatives. Additional L3 Operations Responsibilities
- Resolve the most complex issues escalated from L1/L2 requiring deep technical diagnostics.
- Perform packet-level analysis using Wireshark and advanced SIP ladder interpretation.
- Coordinate with carriers and vendors for high-severity escalations.
- Review and approve production-impacting configuration changes.
- Identify systemic risks and implement proactive service improvements.
- Support capacity planning and performance tuning initiatives.
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