Senior Operations Engineer – Real-Time Communications

3 days ago

Stockholm, Stockholm, Sweden Us3 Consulting Full time 80,000 - 120,000 per year

Job Title: Senior Operations Engineer – Real-Time Communications (Telephony)

Location: Stockholm, Sweden

Role Overview

As a
Senior Operations Engineer (Telephony)
, you will be part of a team of engineers responsible for managing and operating the real-time communications network across European offices. Your primary focus will be on ensuring the stability, performance, and operational control of cloud and on-premises telephony systems. You will act as the technical lead in coordinating between internal teams (network, datacenter, server) and external service providers, ensuring high service quality and adherence to SLAs.

Key Responsibilities

  • Oversee technical and operational control of telephony systems across European offices.
  • Manage
    incident and order handling
    , ensuring SLA compliance and effective service integration.
  • Provide
    end-user support
    for telephony-related issues and coordinate with internal and external stakeholders for resolution.
  • Lead
    change management
    activities — prepare impact analyses, attend CIB/CAB meetings, and ensure proper execution.
  • Manage
    assets and subscriptions
    , including number plan management.
  • Conduct
    problem management
    and prepare RCA (Root Cause Analysis) reports after critical incidents.
  • Troubleshoot and resolve complex telephony incidents involving multiple stakeholders.
  • Monitor supplier portals, validate reports (SLA, lifecycle management, vulnerabilities), and coordinate remediation actions.
  • Participate in
    testing, validation, and project initiatives
    as a subject matter expert.
  • Maintain and review
    technical documentation
    , operational manuals, and ensure all information is up to date.
  • Support vulnerability assessments and coordinate mitigations with suppliers.

Required Skills & Experience

  • Strong knowledge of
    VoIP technologies
    ,
    PBX
    ,
    SBC
    ,
    SIP
    , and
    Call Center solutions
    (e.g., Mx-One, Trio, OSV, Audiocodes SBC, Microsoft Teams).
  • Hands-on experience with
    ITSM tools
    such as Remedy (Helix) and
    CMDB management
    .
  • Familiarity with
    ITIL processes
    and
    IT Service Management principles
    .
  • Good understanding of
    telephony applications
    ,
    real-time communication
    , and
    network protocols
    .
  • Knowledge of
    Audiocodes ATA box
    maintenance and lifecycle management.
  • Experience with
    technical architecture principles
    and troubleshooting of complex telephony systems.
  • Strong analytical and communication skills to translate customer needs into technical requirements.
  • Proven ability to work collaboratively within cross-functional technical teams.
  • Customer-oriented approach with proactive engagement until issue resolution.

Education & Certifications

  • Bachelor's degree in
    Information Technology
    ,
    Electronics
    , or
    Telecommunications
    .
  • Certifications (optional but preferred):
  • ASC Recording
  • SIP Certification
  • Mitel OSV
  • ITIL Foundation

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