Network Surveillance Engineer

Job Title: Network Surveillance Engineer
Location: Littleton, CO
Duration: 3 months. Contract to hire
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 .

Position Summary
The Network Surveillance Engineer, Core, Wireless NOC will be supporting 24/7 Network Operations Center. The Network Surveillance (NS) Engineer will monitor the Core and 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 Core & 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: 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.