Posted 03 June, 2026
ACME SBC Consultant
Netpace, Inc.
Bangalore,Karnataka,India,560076
Full Time
Reference: 365_543168_18-00403
Service Delivery Engineer
(SSC Network Grade Support)
Department Description
Oracle Advanced Customer Services (Client), a global business unit within Oracle Support, focuses exclusively on facilitating the continual operational improvement of customers' Oracle environment - throughout the lifecycle of their Oracle solution.
SSC Network Grade Services is a global delivery center within Client organization and operates with a goal to provide customer centric and mission critical services to telecommunication customers to help them streamline business operations, ensure high service and infrastructure availability and maximum return on investment on next generation, state-of-the-art Oracle product and solution. SSC Network Grade Services organization is made up of high skilled, energetic and dedicated engineers that are willing to go an extra mile to delight our customers.
Job Description
The Service Delivery Engineer (SDE) is an expert member of the engineering team and is highly skilled in the domain technology, product and underlying stack. SDE is responsible for solving extremely complex, critical customer issues. The SDE acts in the role of a Subject Matter Expert and is sought by customers and Oracle employees to provide expert technical advice. The SDE is highly customer centric, demonstrates proactive approach and drives initiatives to delight customer and contribute to organization's growth. The SDE is result-oriented and performs the assigned duties with a high level of autonomy and commitment and provides period updates to management.
Job Responsibilities
- Investigate and resolve highly complex and critical issues requiring expert technical knowledge
- Act as a consultant for customers to provide technical and functional expertise, know-how and guidance throughout various life cycle stages (design, deployment, migration, implementation, upgrade, patching, go-live, etc)
- Lead triage activities along with customer and internal stakeholders (engineering, product support, product management)
- Root Cause Analysis and presentation
- Establish resolution action plan (patch application, configuration changes, work-around) and assist customer in test and implementation
- Work with the customer and internal stakeholders to establish, track and execute service delivery plans
- Escalation Management - Interface with customer and internal stakeholder to manage escalations and lead resolution
- Research product technical, functional and domain technology related areas and conduct knowledge transfer sessions for internal stakeholders and customers
- Manage SR queues and work with team members to jointly resolve issues
- Perform assessments (functional, business process, technical, configuration, performance)
- Contribute to after-hours support in a combination of shifts, on-call. (There are no regular night shifts)
- Execute or provide stand-by assistance for maintenance window interventions
Qualification
- Engineering or Science graduate (B.E., M.E., MCA) or equivalent with strong academic credentials
- Candidate should have minimum 4-8 years of strong experience in telecom domain ,Packet switch /Circuit switch based signaling architecture
- Minimum 4-8 years hands-on Experience on AcmePacket Clients or any other Client (NSN, Avaya, etc)
- Candidate should have of experience in one or more of telecommunication protocols (SIP, H323, MGCP, RTP/RTCP, TCP, UDP , Diameter) Communications
Skills Requirement
- Demonstrated experience and knowledge of telecom domain, protocols and signaling architecture.
- Must be familiar with LAN/WAN data networking architectures and routing protocols
- Knowledge and Understanding of VOIP/IMS, SIP trunking architecture
- Security (TLS, SRTP or IPSEC)
- Excellent knowledge of SIP / IMS call flows (3WC, Voice Call, Media Server, Video Call, etc)
- Strong experience in tracing (Wireshark) and testing tools (MGTS, Spirent, Seagull, SIPP)
- Knowledge of scripting languages (e.g.: shell, Perl, Python), parsing tools
- Strong analytical and troubleshooting skills
- Demonstrated ability to coordinate the resolution of escalated issues
- Excellent Communication and customer facing skills
Generic Requirement
- Candidate should be self-motivated, flexible and energetic and willing to work in a dynamic environment
- Candidate should be willing to work in a support/consultant role
- Candidate should be willing to work after-hours through combination of shifts, on-call
- Candidate should be willing to travel for short-term projects, meetings, workshops (25% maximum)
- Candidate should have strong communication and inter-personal skills and should be a team player
