Senior Operations Engineer – Real-Time Communications (Telephony)

Job Title: Senior Operations Engineer – Real-Time Communications (Telephony)Location: Stockholm, SwedenRole OverviewAs 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 ResponsibilitiesOversee 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 & ExperienceStrong 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 & CertificationsBachelor’s degree in Information Technology, Electronics, or Telecommunications.Certifications (optional but preferred):ASC RecordingSIP CertificationMitel OSVITIL Foundation