Operations and Support Lead Engineer (fmx)

Born in a cloud-native era where software is at the centre of business ng-voice has licensed source code and collaboration in its DNA. Committed to building the next G of 100% software-based mobile networks combining DevOps with telecommunications expertise ng-voice is creating innovative mobile infrastructure solutions and making them accessible for operators and enterprises that want to deploy future proof networks.

As the Senior Operations Engineer & Technical Lead for the Americas you will be the senior technical escalation point for the region. This is a hands-on engineering role: you will directly investigate and resolve complex production issues while also leading incident response coordinating engineers across shifts and strengthening the teams capabilities.

You will work closely with APAC and EMEA through structured handovers shared on-call coverage and operational alignment.

• Lead operational support for Americas customers and participate in the rotational on-call model.

• Perform hands-on L2/L3 troubleshooting across Linux IMS SIP Diameter Kubernetes networking logs packet captures and monitoring data.

• Act as the senior technical escalation point for complex customer issues.

• Lead major incidents from detection through recovery setting technical direction assigning actions coordinating contributors and driving resolution.

• Take the primary communication role during significant incidents for both internal and external stakeholders.

• Lead incident bridges provide clear status updates define communication cadence and ensure customers Engineering Operations and leadership receive consistent information.

• Own customer-facing incident communication recovery confirmation technical summaries and RCA input.

• Escalate effectively to Engineering Cloud Product or external partners with sufficient evidence traces logs impact analysis and investigation context.

• Improve monitoring alerting runbooks SOPs maintenance procedures and operational documentation.

• Drive ticket quality ownership SLA awareness and follow-up across the Americas queue.

• Mentor engineers through real investigations reviews shadowing and technical feedback.

• Ensure reliable handovers with APAC and EMEA for ongoing incidents maintenance risks and customer commitments.

• Support the Head of Operations & Support with technical judgement operational risks workload observations and improvement recommendations.

• Strong hands-on Linux administration and troubleshooting experience.

• Strong networking knowledge: routing switching firewalls NAT DNS load balancing and packet-level troubleshooting.

• Experience with Wireshark tcpdump logs traces and production monitoring tools.

• Strong practical knowledge of SIP and Diameter including independent interpretation of call flows and signaling traces.

• Hands-on IMS experience ideally with components such as P-CSCF I-CSCF S-CSCF DRA BGCF B2BUA HSS PCRF/PCF or MMTEL.

• Experience leading complex production incidents while remaining technically involved in the investigation.

• Strong customer-facing communication skills and the ability to remain clear and calm under pressure.

• Experience writing incident updates RCAs and technical documentation.

• Ability to work independently across timezones take ownership and close the loop.

• Fluent English written and spoken.

• Kubernetes and AWS operational experience.

• Prometheus Grafana Alertmanager Loki or similar observability tooling.

• Experience with VoLTE VoWiFi EPC 5G or mobile-core environments.

• Familiarity with Helm Longhorn Multus container networking or cloud-native telecom platforms.

• Experience with Jira Service Management Confluence and structured incident/problem management.

• Work-Life-Balance is a priority: Flexible working that suits you - we live and breathe a hybrid remote culture anddontmind where and when you work
• We are committed to building a diverse team thatrepresentsa variety of backgrounds perspectives and skills in a traditionally notvery diverseindustry
• We offer you the culture of a fast-growing start-up with the maturity of an enterprise company
• We are more interested in your experience and knowledge than formal degrees
• Entrepreneurial culture and flat hierarchies
• Mobility benefit fitness benefit language class benefit and wellness benefit (for full-time employees)
• Home office budget (for full-time employees)

ng-voice is an equal opportunity employer. We believe demographic characteristics and diverse experiences that have nurtured unique viewpoints benefit our growth and performance and value each person and their different background as a whole.

Hope we caught yourattention;we look forward to getting to know you!

DISCLAIMER

Even if you do not meet 100% of the requirements however you think this role will be a good match for you please send in your application. We would love to be in touch!