Track Lead (Support & Operations)

Job Summary

Job Title: SME – Microsoft Teams Voice / SBC Job Summary We are seeking an experienced Subject Matter Expert (SME) for Microsoft Teams Voice and Session Border Controllers (SBCs). The SME provides guidance, resolves complex issues, supports process improvements, and ensures adherence to quality standards. Working closely with team members, management, and cross-functional stakeholders, the SME drives operational excellence through knowledge sharing, training, documentation, and continuous improvement initiatives. Teams SME will be responsible for planning and executing transition activities, validating operational processes, ensuring knowledge transfer, identifying service risks, and enabling seamless support handover while maintaining service continuity. Key Responsibilities Serve as the primary knowledge resource for the team's processes, products, or services. Identify opportunities to improve workflows and operational efficiency. Answer complex questions and resolve escalated issues and Coordinate with relevant teams to implement corrective and preventive actions. Lead end-to-end transition activities for Microsoft Teams Voice and enterprise telephony services. Plan, coordinate, and execute knowledge transfer sessions with customers, vendors, and incumbent support teams. Review and validate existing operational documentation, support procedures, and technical runbooks. Design, implement, and support Microsoft Teams Phone, Direct Routing, and PSTN connectivity solutions. Configure, support, and validate Session Border Controllers (SBCs) including AudioCodes, Ribbon, Oracle SBC, and Cisco CUBE. Assess operational readiness, identify transition risks, and develop mitigation plans. Validate monitoring, alerting, escalation paths, and incident management processes before service go-live. Troubleshoot voice routing, SIP signaling, call quality, connectivity, and telephony-related issues during transition. Collaborate with telecom carriers, Microsoft, infrastructure, networking, and security teams to ensure successful onboarding. Support Auto Attendants, Call Queues, Resource Accounts, and enterprise voice features. Perform root cause analysis for incidents and ensure knowledge is incorporated into operational documentation. Support migration and transformation initiatives involving Microsoft Teams Voice and legacy PBX platforms. Develop and maintain transition documentation, SOPs, operational runbooks, knowledge articles, and service acceptance documentation. Support automation and operational improvements using PowerShell and Microsoft 365 administration tools. Ensure all transition deliverables meet agreed Service Acceptance Criteria (SAC) before handover to operations. Participate in governance meetings, transition checkpoints, and stakeholder communications. Required Skills Strong communication and customer handling Strong hands-on experience with Microsoft Teams Phone. Experience implementing and supporting Direct Routing. Hands-on experience with SBC platforms including AudioCodes, Ribbon, Orac

Key Responsibilities

1. Enhance operational systems to facilitate improved management reporting, streamline information flow, optimize business processes, and support organizational planning.
2. Understand client requirements and accountable in ensuring support team is meeting client expectations.
3. To lead and mentor the project team and ensure transparent communication of project goals.
4. Brining new ideas and innovation for process development and overall organizational progress.
5. To provide solutions commensurate with the customers’ needs within the ambit of the given environment so as to lead to business results.

Skill Requirements

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Other Requirements

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