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This position will escalate complex issues to additional resources and will determine root-causes for failure and develop corrective actions. Corrective actions can range from configuration changes to developing new operational procedures. This position will contribute to on-going process improvement reviews using Key Performance Indicator (KPI) metrics to eliminate errors, maximize hardware/software efficiencies, and increase service up-time leading to an overall excellent customer experience. Day-to-day job responsibilities:
- Work with operations leaders to provide needed Tier II staff including scheduling and depth of knowledge needed in the NOC.
- Document incidents in the ServiceNow ticketing system and manage escalation processes as needed.
- Engage and escalate issues with the Tier III teams when critical/time sensitive support and resolution is needed.
- Enter/update Trouble Tickets with technical details, schedule/coordinate further troubleshooting, maintenance and/or hardware replacement requests.
- Coordinate proposed chaes with Certification Lab for validation.
- Support site monitoring/health checks following maintenance activities.
- Support solution processes to meet key criteria for CI/CD, system orchestration and automation.
- Work with technical writers/engineers to document final process configurations and MOPs.
- Perform daily fault and performance analysis using a variety of monitoring tools to discover network impairments.
- Review network logs to discern state changes of network equipment.
- Perform remote resolution of faults through various Element Management Systems (EMS’), the OBF and Assurance platforms.
- Use a combination of various tools to correlate multiple faults and/or system presented data into singular network impairments.
- Manage fix bridges on large scale and/or high severity issues that involve multiple teams/participants including Executive level communication.
- The NOC will operate 24x7 and this role will be responsible to work shifts on a fixed or rotational basis.
- A successful Manager of Tier II Network Operations Center will have:
- Bachelor’s degree in Engineering or Computer Science preferred, or an equivalent combination of highly related experience and education.
- 7-10 years of related experience including 5+ years of experience managing NOC teams in the wireless industry.
- Experience managing 4G/5G NOC shift environments and troubleshooting activities.
- Able to organize and prioritize dynamic schedules, balance team work loads and ensure incidents are managed quickly and efficiently to resolution.
- Basic understanding of 5G functional components (Core, RAN, Network, Transport, PaaS and gNB configurations).
- Ability to grasp higher-level technology issues and troubleshoot to resolution.
- Ability to work under pressure related to the scale of business impact and build strong working relationships both internally and externally.
- Ability to span departments to assist in resolving network event outages.
- Experience analyzing wireless networks, related equipment and/or performance.
- Willingness to work on any assigned shift