NOC Incident Manager

The Incident Manager, Wireless NOC will be supporting the 24/7 Network Operations Center. A successful Incident Manager will help lead a group of 5G Network Surveillance & Fault Isolation & Management teams supporting the end-to-end monitoring and troubleshooting of the entire 5G platform. The team will quickly analyze service and system issues, determine corrective actions and implement to restore services.

This position will escalate complex issues to our Advanced Operations & Engineering 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 ongoing 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.

Responsibilities

• Own responsibility for end-to-end Incident Lifecycle Management (Sev 1 -4).
• Oversee the incident management process and team members involved in resolving the incident, as well as drive Ticket management analysis and follow-up until closure.
• Assist with prioritizing/deprioritizing incidents according to their urgency and impact on the business.
• Collaborate and escalate issues with the Advance Ops, Engineering & Vendor teams when critical/time-sensitive support and resolutions are needed.
• Manage outages and emergencies, including the agreed assurance KPIs & SLA.
• Work in close collaboration across multiple functions within RF, Deployment & Integration teams, Tech Dev, Core, Cloud Infra, Network Engineering & Market teams.
• Assist in tracking top issues and areas for continuous improvement and focus.
• Drive resolutions for customer complaints (CXO) within service level agreements (SLAs) and ensure effective operational performance and management.
• Own responsibility for Trouble Tickets updated with all the technical details, and troubleshooting MOPs & templates
• Responsible for ensuring the Open Incident backlog is at optimum levels.
• Maintain the National Level Availability >99.50%.
• Manage internal, external and customer incident escalations and follow-ups as well as process adherence.
  
  

Skills

• Bachelor/Master's degree or equivalent.
• Minimum of 8-10 years of telecom/wireless experience.
• Experience managing 4G/5G NOC shift environments and troubleshooting activities.
• Able to organize and prioritize dynamic schedules, balance team workloads and ensure incidents are managed quickly and efficiently to resolution.
• Knowledge of 5G functional components (Core, RAN, Network, Transport, PaaS and gNB configurations).
• Motivated to grasp higher-level technology issues and troubleshoot to resolution.
• Focused on working under pressure related to the scale of business impact and building strong working relationships both internally and externally.
• Reliable, open and capable of working with minimum supervision.
• Flexible, analytical thinker.
• Enthusiastic and keen to learn new technologies and approaches.
• Self-motivated, achievement-oriented with excellent people management skills and an ability to perform challenging tasks individually with ease.
• Focused on being detail-oriented with strong organization skills.
• Demonstrates ability to supervise and develop others.
• Displays ability to work in a fluid atmosphere, handle multiple tasks and set priorities.
  
  

About ATEC Wireless

Mission StatementOur Mission is to be a world-class RF engineering services firm, that designs and supports innovative and cost effective network solutions to contribute positively to the wireless eco system.Building Smarter Wireless NetworksAn independent diversity firm dedicated to wireless communications services, ATEC provides RF engineering services and technical outsourcing to telecommunications carriers, managed service providers, tower operators, and equipment vendors. ATEC has taken the lead in providing operators with its professional services in the planning, design, deployment, and ongoing optimization and management of wireless networks.AATEC has expertise in all major wireless technologies including GSM / Edge, GPRS, WCDMA, HSUPA, CDMA, EVDO, HSPA, LTE, Wi-MAX, and Wi-Fi. ATEC has optimized networks for leading network-service providers. ATEC manages both large and small-scale deployments for clients, both domestically and internationally.Since 2004, ATEC’s experienced staff has designed, and optimized more than 20,000 wireless cell sites. Our rigorous processes ensure the delivery of professional services of the highest quality required to meet a broad array of wireless network development needs.Our professional staff understands that expedient development of wireless networks is of utmost importance, and that our reputation hinges on the availability and quality of wireless services. ATEC prides itself on being able to offer our clients timely, cost effective, and highly proficient solutions while providing excellent customer service.Our Areas of Expertise- Telecom Consulting- Turnkey RF Design- End-to-End Optimization- Network Performance Monitoring- Traffic Engineering- Network Automation- Drive Testing- Field Operations- Project Management- Site / Safety AuditsTechnologies and StandardsATEC Wireless has hands-on experience with the following wireless technologies and standards:GSMGPRS/EDGECDMAEV-DOCDMA2000UMTSHSDPA/HSUPAHSPA LTEWi-MAXWi-Fi