Senior Voice Infrastructure and Operations Engineer at NTT Ltd.

Your day at NTT DATA

• The Senior Voice Infrastructure and Operations Engineer is an advanced subject matter expert, responsible for ensuring the availability of the voice infrastructure service platforms and/or software.
• This role is a critical function in the core voice environment and responds to situations where standard procedures have failed to fix problems in non-functioning voice infrastructure service platforms and/or software.
• This role designs system configurations, documents and manages the installation of new voice infrastructure and maintains and upgrades existing systems and platforms as necessary and later support the operation of overall voice services offered by the company.

Key Responsibilities:

Platform Uptime and Stability

• Responsible for ensuring the availability of the infrastructure service platforms and/or software by performing maintenance and health checks.
• Deliver on infrastructure Service Level Agreements (SLA) in terms of uptime and Mean Opinion Score (MOS).
• Establish, maintain and evolve monitoring for infrastructure platforms and/or software.
• Respond to situations where standard procedures have failed to fix problems in non-functioning infrastructure service platforms and/or software.
• Collaborate closely with development, partners and vendors on design, reliability, and maintenance issues.
• Maintain and enhance the infrastructure service platforms and/or software.
• Test and analyse all components of the infrastructure service platforms and/or software.
• Identify operational issues and contribute to their resolution.

Operational Excellence

• Implement and document operational policies and vendor/industry best practices.
• Provide operational visibility by leveraging reports, data analysis and monitoring.
• Align infrastructure with the larger company strategy.
• Automate routine system administration tasks to specification using standard tools and scripting.
• Contribute to the planning and implementation of infrastructure maintenance and updates.
• Perform operational tasks to resolve all incidents/requests in a timely manner and within agreed client Service Level Agreements (SLA) and document resolutions.
• Support, assist or lead engineering, design and problem isolation.
• Provide high level support for all voice incidents, requests and identify the root cause of incidents and problems.
• Manage and/or escalate incidents to ensure focus from vendors, internal and external stakeholders and drive remedial actions to permanent solutions.

Revenue Assurance

• Ensure traffic engineering for least cost routing.
• Close collaboration with Charging and Metering (CAM) team and various other business stakeholders.
• Recommend cost effective procedures, policies and strategies on vendor selection and infrastructure maintenance and support.
• Ensure infrastructure hardware, software and licensing cost optimisation.
• Build infrastructure service platforms, software and components in virtualized, containerised and/or cloud computing environments.
• Investigate and evaluate technology advancements and associated cost efficiencies within the infrastructure realm.

Risk, Vulnerability and Security Management

• Plan and execute approved maintenance activities.
• Implement and execute software updates and upgrades in line with change management procedures.
• Contribute to the change management process by logging all change requests with complete details for standard and non-standard procedures including patching and any other changes to configuration items.
• Execute changes with clear identification of risks and mitigation plans to be captured into the change record.
• Identify, document, create awareness and drive mitigation of hardware and software infrastructure or broader voice portfolio risks.

Capacity Management and Infrastructure Optimisation

• Monitor, measure and report on infrastructure load, performance and available capacities against agreed targets.
• Ensure that infrastructure service platforms and/or software are efficiently and optimally utilized.
• Evaluate and leverage technology advancements for infrastructure optimisation.

Innovation and Technical Product Development

• Implement the infrastructure engineering and operations strategies.
• Adopt and leverage approved AI tools in the infrastructure environment to unlock value.
• Support business and product owners to identify new technology solutions and assist with Proof of Value (PoV) and Proof of Concept (PoC) initiatives.
• Deliver new or enhance solutions to meet defined client or business needs.

Training and Cross-skilling

• Build strong and sustainable engineering capability by mentoring upcoming engineering talent.
• Encourage and provide internal technical training, knowledge sharing sessions and practical hands-on learnings.
• Model care and professionalism during internal and external stakeholder engagements.
• Maintain and share subject matter expertise in the voice technology domain.

Knowledge, skills and Attributes:

• Advanced knowledge of SIP core voice network elements such as session border controllers, proxies, B2BUAs, registrars, softswitches, application and routing servers/databases, media servers and gateways.
• Advanced knowledge of SIP core voice network functions such as number porting, number management, fraud mitigation, CDR management, call routing and least cost routing, telephony standards, codec/media management and transcoding principles.
• Advanced knowledge of voice network technologies and protocols such as SIP, RTP/RTCP, TLS/SRTP, SDP, NAT traversal, DNS/ENUM, AAA/RADIUS and QoS.
• Advanced knowledge in core voice network architecture, design, implementation, configuration, deployment, support and maintenance.
• Advanced knowledge in core voice network performance and capacity monitoring, risk management and implementation of processes in line with vendor and industry best practices.
• Advanced knowledge in SIP interworking with IP PBXs, contact center platforms, unified communications systems, Microsoft Teams Direct Routing or Operator Connect.
• Advanced understanding and interpretation of complex SIP traces.
• Advanced troubleshooting skills usings tools such as Wireshark, syslogs, SNMP and network analysis.
• Advanced understanding of networking fundamentals, network switches, network routing, MPLS, SD-WAN, network administration, network integration and network security.
• Advanced knowledge of infrastructure principles such as system management, platform administration and security, redundancy and load balancing for high availability, failover scenarios and disaster recovery.
• Advanced knowledge of server administration, data center operations, project and change management principles and practices.
• Solid knowledge of Linux operating systems together with automation and scripting tools such as Python, Ansible or shell scripts.
• Knowledge of cloud and virtualisation platforms such as VMware, OpenStack, Kubernetes or cloud-native voice solutions.
• Excellent oral, written and presentation communication skills.
• Ability to facilitate discussions to address emerging problems and opportunities.
• Ability to facilitate presentation of technical and complex matters to a diverse, technical and non-technical audience.
• Maintain detailed documentation, configuration standards and network diagrams.
• Ability to collaborate cross-functional with network engineers, security teams, cloud engineers, vendors and service providers.
• Display strong analytical and detail-oriented approach consistently.
• Ability to handle multi-tasking, set priorities and meet deadlines.
• Ability to evaluate risks, priorities and business benefits while leveraging strong industry knowledge with solid business understanding.
• Ability to remain calm during high pressure situations, outages or major incidents while maintaining a client-focused and problem-solving mindset.

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in Information Technology or a related field.
• Relevant networking certifications such as CCNA/CCNP/CCIE.
• Relevant industry certifications such as ITIL/PMP.
• Relevant voice infrastructure certifications such as
• Oracle SBC certifications.
• Cisco Broadsoft or Webex certifications.
• PortaOne certifications.

Required experience:

• Must demonstrate a minimum of five years of advanced experience in similar infrastructure roles, with a focus on voice infrastructure engineering and operations.
• Must demonstrate a minimum of five years advanced experience supporting infrastructure and service delivery.
• Must demonstrate a minimum of five years advanced experience with SIP services.
• Advanced experience working with high-profile clients of varying stakeholder roles.
• Advanced experience working with vendors and service providers.
• Advanced experience working in a team-oriented, KPI-driven and highly collaborative environment.
• Proven working experience in a large-scale organisation.
• Experience with IT frameworks beneficial: ITIL, MoF, CoBIT, Run SAP.
• Experience with open-source software, platforms and frameworks beneficial.