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 DISH.
Position Summary The Network Surveillance Engineer, RAN, Wireless NOC will be supporting DISH 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 end-to-end 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 root-causes for failure and develop corrective actions.
Responsibilities - Own responsibility for end-to-end monitoring of the RAN 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 FIM, 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 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 degree or equivalent.
- Minimum of 3-5 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.
- 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
Job Tags
Flexible hours, Night shift,