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.
