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NOC Incident Manager

1 month ago

Littleton, Colorado, United States Innova Solutions Full time
Job Title: NOC Incident Manager - 5G Network Surveillance

We are seeking a highly skilled NOC Incident Manager to join our team at Innova Solutions. As a NOC Incident Manager, you will be responsible for managing 24/7 Network Operations Center and leading a team of 5G Network Surveillance & Fault Isolation & Management teams.

Key Responsibilities:

  • Manage 24/7 Network Operations Center and lead a team of 5G Network Surveillance & Fault Isolation & Management teams.
  • Analyze service and system issues, determine corrective actions, and implement to restore services.
  • Escalate complex issues to Advanced Operations & Engineering resources and determine root-causes for failure and develop corrective actions.
  • Contribute to on-going process improvement reviews using Key Performance Indicator (KPI) metrics to eliminate errors, maximize hardware/software efficiencies, and increase service up-time.
  • Own responsibility for end-to-end Incident Lifecycle Management (Sev 1 -4).
  • 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 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: RF, Deployment & Integration teams, Tech Dev, Core, Cloud Infra, Network Engineering & Market teams.
  • Assist in tracking top issues and areas for continuous improvement and focus.
  • Drive 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.

Requirements:

  • Bachelor/Master's degree or equivalent.
  • Minimum of 8-10 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.
  • Demonstrates ability to supervise and develop others.
  • Displays ability to work in a fluid atmosphere, handle multiple tasks and set priorities.

About Innova Solutions:

Innova Solutions is a global technology and business transformation solutions provider. We deliver strategic solutions to our clients, enabling them to operate as leaders within their fields. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.