A bit about us At Gamma, we’re more than just a leader in Unified Communications as a Service (UCaaS) – we’re a dynamic, forward-thinking team revolutionizing the way businesses connect and communicate. We provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region, and we’re expanding rapidly to bring digital automation and Gamma-powered services to SMEs through a growing network of channel partners. We move fast with a start-up mindset, but we have the stability of a leading European business. Our team thrives on collaboration, innovation, and the belief that diverse perspectives make us stronger. Join us, and you’ll have the opportunity to make an impact, grow your career, and be part of a company that celebrates inclusivity and fresh ideas. Who are we looking for? Reporting to the TOC Duty Manager, this hands-on engineering role is essential to the operation of Gamma's Core Network, supporting our Voice, UCaaS, mobile, and CCaaS products. You will be responsible for monitoring, maintaining, and providing operational support for the network. With a focus on Voice and IP/Networking technologies, ideally including Ribbon SBC, Oracle SBC, Juniper, and Broadworks, you will manage incident and change management processes for the Core Network. This involves responding to alerts, implementing changes, and collaborating with internal and external teams. You will also support software upgrades and conduct thorough regression testing. The ideal candidate has a strong technical background and experience in a demanding support environment. You will have the opportunity to lead projects and develop your skills within the team. Special Requirements for this role: You will be expected to be available for work shifts in this role, rotating from Nights to Days operating a 24/7 shift pattern. The above list of responsibilities is not exhaustive, you may be required to undertake other responsibilities and training as requested by your line manager, appropriate to your grade. What will you be doing day-to-day? Monitor/Respond to incidents across Gamma’s Core Network. This will involve you providing technical guidance for incidents, performing mitigating actions and supporting/performing any change activity related to incidents raised. Provide technical support to internal support teams in form of trouble tickets, resolving and escalating tickets as appropriate Responsible for the implementation, operation, and maintenance of the core voice network s alongside the wider Product & Voice Operations Team whom you will also provide support to, fostering a culture of continuous improvement and knowledge sharing. Perform configuration changes (both planned & emergency changes) when required across various components of Gamma’s Core Network Perform and or coordinate all root cause analysis for incidents/errors experienced across Gamma’s core network Provide operational support on vendor technologies such as Ribbon SWE/Broadworks/ Metaswitch SBC/Oracle SBC/Juniper etc and will be an operational interface into engineering and development teams. Be involved in Major Service Outages (MSO), this will involve contributing to technical bridges and will be expected to identify and drive service improvements relating to any MSO. Maintain Business Continuity/Disaster Recovery schedules/rehearsals across Gamma’s Core Network Identify service improvement opportunities with current maintenance procedures i.e. creating and updating playbooks, potential leverage of automation opportunities Improve monitoring capability across the business for Gamma’s Core Network Services via implementation of new monitoring platforms or enhancing current platform capability. Possess excellent interpersonal, written, oral, and analytical skills. Be an excellent team player with a proactive mindset, with a passion for working together as a team to achieve goals. What you’ll need: Previous experience managing & operating large scale telco/IP networks. Previous experience with being responsible for the planning, preparation and implementation of performing configuration changes when across various components of Core Network Infrastructure i.e. SBC’s, Juniper Routers, Telco grade PBX systems etc. Experience with modern DevOps practices, tooling and a background working in such a team. Worked in an agile environment with continuous team and product development. Ability to prioritise with minimal management intervention. Ability to work under pressure and in a fast moving and changeable environment. Must be a self-starter, proactive, highly organized, and capable of working well with individuals at all levels in the organization. Emotional Intelligence The role requires you to be highly self-motivated and work collaboratively as part of the Gamma Labs department. What do we offer you? At Gamma, we believe in work-life balance, which is why we offer 25 days of annual leave, plus an extra day off for your birthday. Giving back is important to us, so we also provide a volunteer day to support a charity that matters to you. Family matters, too. With enhanced maternity and paternity pay and childcare vouchers, we’re here to support you as a parent and help you thrive in your career. We care about your future, so our pension plan helps you save for the years ahead with contributions of 4.59% from Gamma, alongside your own contributions. Your well-being is our priority. We offer group income protection and life assurance (four times your salary) to ensure peace of mind for you and your loved ones. We want you to share in our success. That’s why we offer tax-efficient share save and share incentive plans, giving you the opportunity to benefit from Gamma’s growth. We’re committed to health, both physical and mental, and provide private medical insurance through Vitality, which extends to your immediate family. And, because we care about the environment, we offer an Electric Vehicle scheme through Octopus and a Cycle to Work scheme, making it easier to get around sustainably. A few things to note Unfortunately, we can't offer visa sponsorship or relocation support for this role. This role is onsite from our Manchester office. If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply. We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility to help you create a work-life balance and enjoy working here at Gamma. For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We‘re not looking to increase that network currently, so please don’t send speculative CVs. LI-CS1 LI-onsite Other details Pay Type Salary