Job Description : The Incident Manager, Wireless NOC will be supporting CLIENT Wireless' 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 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. 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 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 Client: 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 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. Skills, Experience and Requirements 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 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. Demonstrates ability to supervise and develop others. Displays ability to work in a fluid atmosphere, handle multiple tasks and set priorities. GCB Services LLC
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