Network Surveillance Engineer I

Network Surveillance Engineer I @ Littleton, CO

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.

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.
8 days ago