The Company:
We are reimagining the future of connectivity. Our business spans satellite services, live-streaming and on-demand programming, smart home installation services, mobile plans, and consumer technology products. Our technology teams challenge the status quo and drive innovation across industries. Whether through R&D, tech advancement, or solution engineering, our team members play a critical role in connecting consumers to the platforms and products of tomorrow.
Summary:
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Documenting incidents in the ServiceNow ticketing system and managing escalation processes as needed.
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Engaging and escalating issues with the Network Surveillance Engineer II team members when critical/time sensitive support and resolution is needed.
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Entering and updating trouble tickets with technical details, and scheduling/coordinating further troubleshooting.
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Supporting site monitoring/health checks following maintenance activities.
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Providing first level operational engineering support to detect incidents and troubleshoot problems.
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Reviewing network logs to discern state changes of network equipment.
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Managing fix bridges on large scale and/or high severity issues that involve multiple teams/participants including executive level communication.
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This position will be 24x7x365 on a fixed or rotational basis.
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Performing such other ancillary activities in support of the above as requested.
Responsibilities:
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Own responsibility for end-to-end monitoring of the RAN EMS’s & observability tools.
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Own responsibility for Incident identification, ticket logging & impact assessment in the Service Now ticketing tool.
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Own responsibility of Market chat groups, initial troubleshooting & necessary support.
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Support site monitoring/health checks following maintenance activities (CR’s).
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Oversee the incident management process and team members involved in resolving the incident, as well as driving Ticket management analysis and follow-up until closure.
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Assist with prioritizing/deprioritizing incidents according to their urgency and impact on the business.
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Collaborate and escalate issues with the FIM, Advance Ops, Engineering & Vendor teams when critical/time sensitive support and resolution is needed.
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Manage outage and emergencies, including the agreed assurance KPI’s & SLA.
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Work in close collaboration across multiple functions: RF, Deployment & Integration teams, Tech Dev, Core, Cloud Infra, Network Engineering & Market teams.
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Assist in driving resolutions for customer complaints (CXO) within service level agreements (SLAs) and ensure effective operational performance and management.
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Own responsibility for Trouble Tickets updated with all the technical details, and troubleshooting MOP’s & templates.
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Responsible to ensure the Open Incident backlog is at optimum levels.
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Maintain the National Level Availability >99.50%.
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Manage internal, external and customer incident escalations and follow-ups as well as process adherence.
Skills, Experience and Requirements:
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Bachelor/Master degree or equivalent.
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Minimum of 3-5 years of telecom/wireless experience.
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Experience managing 4G/5G NOC shift environments and troubleshooting activities.
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Able to organize and prioritize dynamic schedules, balance team workloads and ensure incidents are managed quickly and efficiently to resolution.
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Knowledge of 5G functional components (Core, RAN, Network, Transport, PaaS and gNB configurations).
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Motivated to grasp higher-level technology issues and troubleshoot to resolution.
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Focused to work under pressure related to the scale of business impact and build strong working relationships both internally and externally.
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Reliable, open and capable of working with minimum supervision.
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Flexible, analytical thinker.
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Enthusiastic and keen to learn new technologies and approaches.
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Self-motivated, achievement-oriented with excellent people management skills and an ability to perform challenging tasks individually with ease.
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Focused on being detail-oriented with strong organization skills.
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Displays ability to work in a fluid atmosphere, handle multiple tasks and set priorities.
Equal Opportunity Employer:
Associate Staffing is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. We are committed to creating a diverse and inclusive work environment and welcome applicants from all backgrounds to apply for open positions with our company.