Network Surveillance Engineer I
Network Surveillance Engineer I
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Job Description
Job Description:
- Documenting incidents in the ServiceNow ticketing system and manage escalation processes as needed. Engaging and escalating issues with the Network Surveillance Engineer II team members when critical/time sensitive support and resolution is needed.
- Entering and updating trouble tickets with technical details and schedule/coordinate further troubleshooting.
- Supporting site monitoring/health checks following maintenance activities.
- Providing first level operational engineering support to detect incidents and troubleshoot problems.
- Reviewing network logs to discern state changes of network equipment.
- Managing fix bridges on large scale and/or high severity issues that involve multiple teams/participants including executive level communication.
- This position will be 24x7x365 on a fixed or rotational basis.
- Performing such other ancillary activities in support of the above as requested by Client.
Position Summary
The Network Surveillance Engineer RAN Wireless NOC will be supporting Client Wireless 24/7 Network Operations Center. The Network Surveillance (NS) Engineer will monitor the RAN Network creating & provide initial troubleshooting of 5G cell site incident tickets. The NS Engineer will work with a sense of
urgency to solve issues efficiently and effectively to restore service to our customers escalating issues to Tier II when necessary. A successful NS Engineer will be supporting the endtoend monitoring and troubleshooting of the entire 5G ORAN platform. The NS team will quickly analyze service and system issues determine corrective actions and implement to restore services. This position will be required to escalate complex issues to our Fault Isolation & Management team and will determine rootcauses for failure and develop corrective actions.
Responsibilities:
- Own responsibility for endtoend monitoring of the RAN EMSs & 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 (CRs)
- Oversee the incident management process and team members involved in resolving the incident as well as driving Ticket management analysis and followup until closure.
- Assist with prioritizing/deprioritizing incidents according to their urgency and impact on the business.
- Collaborate and escalate issues with the FIM Advance Ops Engineering & Vendor teams when critical/time sensitive support and resolution is needed.
- Manage outage and emergencies including the agreed assurance KPIs & 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 driving 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 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 followups as well as process adherence.
Skills Experience and Requirements
- Bachelor/Master degree or equivalent.
- Minimum of 35 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 higherlevel 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.
- Selfmotivated achievementoriented with excellent people management skills and an ability to perform challenging tasks individually with ease.
- Focused on being detailoriented with strong organization skills.
- Displays ability to work in a fluid atmosphere handle multiple tasks and set priorities.
Employment Type
Full Time
