Technical Service Operations Analyst

August 28

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The top Telecom-as-a-Service Platform in the world

mobile data • telecom • connectivity • IoT • business intelligence

51 - 200

Description

• Responsible for routine operations process in the NOC, interacting with Customer Support, Telecom, Engineering, and R&D teams • Provide Level 2 technical support by troubleshooting and resolving incidents escalated from Level 1 • Manage and consistently follow up on NOC tickets, communicate estimated resolution times, and ensure their timely resolution and closure • Update business metrics related to NOC performance, incident management, and resolutions • Oversee scheduled maintenance windows, ensuring updates are captured and communicated effectively • Maintain and enforce the on-call rotation schedule, ensuring adequate coverage for incident response • Coordinate and prepare comprehensive Root Cause Analysis and Post-Mortem reports • Lead incident reviews to identify areas for improvement and ensure continuous learning • Drive long-term solutions to identified problems, with your expertise and the help of your team

Requirements

• At least 3 years of experience in L1/L2 telecom support or Network Operations Center (NOC) within a Tier-1 or 2 operator environment • Strong written and verbal communication skills, with the ability to interact with both technical and non-technical stakeholders • Self-starter who's curious, well organized, detail-oriented, and capable of managing multiple ad-hoc tasks simultaneously • Problem and impact-focused, with an ownership attitude, ensuring tasks are completed and communicated effectively and efficiently • Ability to work well independently and within a team, with the ability to influence cross-functional partners • A solid understanding of Mobile Networks (2G/3G/4G/5G) and fundamental networking concepts • Basic understanding of OSI model and TCP/IP networking, both IPv4 and IPv6 • Basic understanding of HTTP and REST APIs • Experience with ITSM tools like ServiceNow or Atlassian is highly desirable • Proficiency in English, with native or fluent Spanish being essential

Benefits

• Competitive salary and stock option incentive program • Company paid healthcare • Flexible work arrangements • Company sponsored team-lunches and company retreats • International organization that enables you to work across boundaries, travel to different locations, and enjoy the dynamics of a rapidly growing startup • A diverse and inclusive team • We welcome applicants from all backgrounds to apply regardless of race, ethnicity, age, disability status or other defining characteristics