Position: NOC Incident Manager
Location: Littleton,, CO
Duration: 6 Months Contract to Hire (Onsite)
Job Description:
The Incident Manager, Wireless NOC will be supporting the Client’s Wireless 24/7 Network Operations Center. A successful Incident Manager will help lead a group of 5G Network Surveillance & Fault Isolation & Management teams supporting the end-to-end monitoring and troubleshooting of the entire 5G platform. The team will quickly analyze service and system issues, determine corrective actions, and implement to restore services.
This position will escalate complex issues to our Advanced Operations & Engineering resources and will determine root causes for failure and develop corrective actions. Corrective actions can range from configuration changes to developing new operational procedures. This position will contribute to ongoing process improvement reviews using Key Performance Indicator (KPI) metrics to eliminate errors, maximize hardware/software efficiencies, and increase service up-time leading to an overall excellent customer experience.
Responsibilities
- 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 outages and emergencies, including the agreed assurance KPI’s & SLA.
- Work in close collaboration across multiple functions within client: 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 MOPs & templates
- Responsible for ensuring 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 Required:
- 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 teamwork 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 on working under pressure related to the scale of business impact and building 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 organizational skills.
- Demonstrates ability to supervise and develop others.
- Displays ability to work in a fluid atmosphere, handle multiple tasks, and set priorities.
Benefits GCB offer:
- Healthcare/ Medical Insurance.
- Matching Contribution Retirement Plans 401(k) contributions
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Brief Introduction to GCB:
GCB is a telecom outsourcing company with offices in Virginia and California currently working with some major wireless operators and vendors in US. We provide services throughout US to meet the needs of the telecom industry. By being a part of GCB, you will join the fastest growing team where you can enjoy your work, and experience professional growth as well. GCB believes in creating the best working environment for the highly talented and experienced staff.
GCB strongly believes in working with experts who are self-motivated, dedicated, accountable, customer sensitive, and can offer great leadership and equally great team ship. At GCB we look forward for long term relationship and provide multiple incentives in addition to excellent package and growth opportunities.
GCB has been selected as one of the “Best 5 Telecom companies to watch” in the telecom space for year 2020, 2023 & 2024 by Silicon review. In previous years, 2019 and 2020, we consistently ranked in the Top 10 and Top 20 in 2017 by “CIO review”. This year, we are ranked in a higher echelon which is the Top Tier, for being in the forefront of providing Wireless technology consulting services and impacting the marketplace.
Please feel free to visit our web site for more information regarding GCB @ GCB Services | About Gcb Services. You can also call me for any other questions.
All the best
Regards,
Angshudeep Saha
Sr Technical Recruiter
Human Resources
GCB Services, LLC