Network Surveillance Engineer I

2 days ago


Littleton, Colorado, United States ATEC Wireless Full time
Job Description

As a Network Surveillance Engineer at ATEC Wireless, you will be responsible for monitoring and troubleshooting the RAN network, creating and providing initial troubleshooting of 5G cell site incident tickets. You 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.

Key Responsibilities:
  • End-to-end monitoring of the RAN EMS's & observability tools.
  • Incident identification, ticket logging & impact assessment in the Service Now ticketing tool.
  • Market chat groups, initial troubleshooting & necessary support.
  • Site monitoring/health checks following maintenance activities (CR's).
  • Incident management process and team members involved in resolving the incident, as well as drive Ticket management analysis and follow-up until closure.
  • 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 resolutions are needed.
  • Manage outages 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.
  • Drive resolutions for customer complaints (CXO) within service level agreements (SLAs) and ensure effective operational performance and management.
  • Trouble Tickets updated with all the technical details, and troubleshooting MOPs & templates.
  • 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.

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