[Hiring] Ribbon Deno Operations Engineer @MMC

Role Description

We are seeking an experienced Ribbon Deno Operations Engineer with strong hands-on expertise supporting SIP/VoIP environments, Ribbon technologies, production incidents, routing, and telecommunications operations. This is a highly technical operations role for someone who can quickly troubleshoot complex voice issues, distinguish between SIP signaling and media problems, analyze traces and packet captures, and take ownership of critical production incidents. The ideal candidate is comfortable working in a fast-paced operational environment where uptime, rapid troubleshooting, communication, and disciplined incident management are critical.

Key Responsibilities

• Troubleshoot complex SIP/VoIP issues, including signaling versus media problems, SIP ladder analysis, call flows, and common failure scenarios.
• Monitor and support client operations, including alarms, traces, packet captures, routing checks, certificates, and TLS-related issues.
• Utilize PSX operational knowledge to perform route and policy verification and translation checks.
• Work within RAMP to run and monitor automation, triage failures, and perform safe reruns when appropriate.
• Own and manage ServiceNow tickets, including queue management, prioritization, SLA adherence, documentation, and resolution.
• Respond to and manage P1 and P2 production incidents.
• Provide bridge leadership during critical incidents, including escalation management, communication cadence, action tracking, and coordination across technical teams.
• Follow established runbooks and standard operating procedures for production support.
• Maintain awareness of change management requirements and rollback procedures.
• Analyze telemetry, logs, and metrics to identify trends, anomalies, and potential service-impacting issues.
• Use Splunk to perform searches, review dashboards and alerts, and conduct basic field extraction.
• Participate in problem management and root cause analysis (RCA).
• Identify opportunities to improve operational performance through runbook enhancements, alert tuning, automation, and process improvements.

Qualifications

• Hands-on experience with SIP / VoIP troubleshooting.
• SIP signaling and media troubleshooting.
• SIP ladder diagrams and call-flow analysis.
• Packet captures and network traces.
• Experience with Ribbon Deno, PSX, and RAMP.
• Routing and policy verification.
• TLS and certificate troubleshooting.
• Experience with Splunk and ServiceNow.
• Production operations and monitoring.
• P1/P2 incident management.
• Runbook-driven production support.
• Logs, metrics, telemetry, and anomaly detection.
• Root cause analysis and problem management.

What We're Looking For

You are someone who can move beyond simply identifying an alarm or opening a ticket. You can investigate the underlying issue, interpret the available technical data, engage the appropriate teams, and maintain ownership until the incident is stabilized or resolved. You should be comfortable working during high-priority incidents, communicating clearly with technical stakeholders, following established operational procedures, and making sound decisions in a production environment. A strong continuous improvement mindset is also important. We are looking for someone who will identify recurring issues, improve runbooks, recommend alert tuning, and help strengthen the overall support environment.

Benefits

• Medical, dental, and vision coverage.
• Life and disability insurance.
• Additional voluntary benefits.