Responsibilities
- Own responsibility for end-to-end monitoring of the Transport EMS's & observability tools
- Own responsibility for Incident identification, ticket logging & impact assessment in the Service Now ticketing tool
- Own responsibility of Market chat groups, initial troubleshooting & necessary support
- Support site monitoring/health checks following maintenance activities (CR's)
- 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.
- 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 resolution is needed.
- Manage outage and emergencies, including the agreed assurance KPI's & SLA.
- Work in close collaboration across multiple functions within Dish: RF, Deployment & Integration teams, Tech Dev, Core, Cloud Infra, Network Engineering & Market teams.
- Assist in driving resolutions for Fiber providers (ATT, Zayo, etc.) 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 MOP's & templates
- Responsible to ensure 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.
- Own responsibility for providing next level support for Network Surveillance teams.
- Own responsibility for providing knowledge transfers for Network Surveillance teams.
- Manage chronic problems with respective Transport (ATT, Zayo, etc.) & Network (Cisco, Palo Alto, etc.)
Skills, Experience and Requirements
- Bachelor/Master's degree or equivalent.
- Minimum of 5-7 years' of telecom/Networking experience.
- Experience managing 4G/5G NOC shift environments and troubleshooting activities.
- Knowledge of IP routing, protocols and transport, software systems /services running virtualized functions
- Familiarity with IP technology and CCNP is advantageous & experience on SDH, DWDM, SON, Lumen, Zayo, Everstream etc.
- Strong understanding of BGP and ISIS routing protocols
- Strong understanding of SR-MPLS, and L2/L3VPN technologies.
- Good understanding of Transport technologies & OSI reference model
- Able to organize and prioritize dynamic schedules, balance team work loads 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 to work under pressure related to the scale of business impact and build 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.
- Displays ability to work in a fluid atmosphere, handle multiple tasks and set priorities.