Ondrej Jelinek
About Ondrej Jelinek
Ondrej Jelinek serves as the Manager of Technical Support Engineering at Ribbon Communications, where he oversees a team of engineers and manages technical support for telephony products. He has a background in technical support roles at Sonus Networks and Telefónica Czech Republic, with a focus on configuration, troubleshooting, and customer experience.
Work at Ribbon
Ondrej Jelinek has been employed at Ribbon Communications since 2018, serving as the Manager of Technical Support Engineering for the RTS EMEA region. In this role, he is responsible for the configuration and troubleshooting of various Ribbon products, including SBC Core, SBC Edge, EMS, GSX, and PSX, specifically for telephony call flows. He provides Tier 3 technical support outside of standard business hours, which enhances global service coverage and improves customer experience. Additionally, he leads a team of up to 10 technical support engineers, focusing on Session Border Controllers, Media Gateways, and Policy and Management Servers.
Previous Experience
Before joining Ribbon Communications, Ondrej Jelinek worked at Sonus Networks s.r.o. in various roles. He served as a Senior Technical Support Engineer and Shift Leader from 2016 to 2017, and as a Technical Support Engineer from 2013 to 2016, both positions based in Prague. His earlier experience includes working at Telefónica Czech Republic, a.s. as a Systems Development Specialist from 2011 to 2013, and as a Service Desk Operator for 8 months in 2010. He also held the position of Technical Support Specialist - Tier 2 for Mobile Services at Telefónica from 2010 to 2011.
Education and Expertise
Ondrej Jelinek studied at Charles University from 2008 to 2010, where he gained foundational knowledge that supports his career in technical support engineering. His expertise encompasses effective communication with both operations and management layers, which is essential for addressing technical support issues. He has developed skills in performance reviews, capacity planning, and conducting weekly case audits to ensure efficient team operations.
Leadership and Team Management
In his current role at Ribbon Communications, Ondrej Jelinek leads a team of technical support engineers, conducting performance reviews and capacity planning to optimize team efficiency. He is responsible for providing detailed incident status reports and post-mortem root cause analysis documentation for critical service-impacting events. His leadership ensures that the team maintains high standards in technical support and service delivery.