L2 Operations Engineer � Telephony

Role Purpose
Provide L2 operational support for the client's enterprise telephony services. Resolve telephony incidents and service requests, monitor telephony infrastructure, support global offices, maintain service documentation and coordinate with L3/vendor teams for complex issues.
Key Responsibilities
Provide L2 support for enterprise telephony services.
Resolve L1/L2 telephony incidents and service requests related to Cisco Webex Calling and Cisco Webex Assist.
Monitor telephony network devices and respond to alerts within committed service levels.
Troubleshoot telephony service issues and coordinate with relevant teams for complex or cross-domain incidents.
Support local IT teams across global offices with telephony-related incidents and requests.
Refine telephony KPI monitoring, alert thresholds and operational monitoring practices.
Maintain accurate as-built documentation for telephony services.
Participate in RCA reviews and contribute to corrective and preventive actions for recurring telephony issues.
Coordinate with Network, Network Security, Hosting, Cloud and other technology teams on cross-tower telephony issues.
Escalate unresolved or complex issues to the appropriate L3/vendor teams with clear technical findings.
Common Operational Responsibilities
Maintain ServiceNow tickets with clear investigation, resolution and closure notes.
Participate in RCA reviews and contribute to corrective and preventive actions.
Update SOPs and knowledge-base articles based on operational learnings.
Collaborate with other technology towers on cross-domain incidents and service issues.
Follow ITSM incident, problem and change management processes and committed service levels.
Tools Experience & Knowledge
Cisco Webex Calling
Cisco Webex / Webex Assist
Enterprise telephony monitoring tools
ServiceNow
Enterprise network monitoring tools
Datadog Monitoring
Technologies
Cisco Webex Calling
Cisco Webex and Assist
Enterprise telephony operations
Telephony network monitoring
Telephony KPI monitoring and threshold management
ITSM incident, problem and change management
Experience
12+ years of experience in L2 operations, with strong experience in enterprise telephony/collaboration support.
Experience working in a 24x7 support environment.
Hands-on experience supporting Cisco Webex Calling and Webex Assist.
Experience troubleshooting L1/L2 telephony incidents and service requests.
Experience supporting telephony services across global office environments.
Experience with ITSM incident, problem and change processes.
Clear written and spoken English.
Key Skills
Strong L2 telephony incident and request troubleshooting.
Cisco Webex Calling and Webex Assist administration/support.
Telephony monitoring, alert handling and KPI management.
Strong incident ownership, escalation and stakeholder communication.
Ability to coordinate with local IT, network, cloud and other technology teams.
Service documentation and as-built maintenance.
RCA participation and continuous improvement.
Strong written and spoken English.
Preferred Certifications
Cisco CCNP Collaboration
Cisco CCNA / relevant Cisco Collaboration certification preferred.
Working Environment
The role operates in a 24x7 support environment and requires effective coordination with L1/L1.5 teams, L3 teams, technology towers, carriers/OEMs and client stakeholders as applicable.