What are the responsibilities and job description for the NS Engineer position at GCB Services LLC?
Job Description
Job Description
Job Description
Documenting incidents in the ServiceNow ticketing system and managing 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 scheduling / coordinate further troubleshooting.
Support 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 a 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 CLIENT.
Position Summary
The Network Surveillance Engineer, Core, Wireless NOC will be supporting CLIENT Wireless's 24 / 7 Network Operations Center. The Network Surveillance (NS) Engineer will monitor the Core and RAN Network, creating & provide initial troubleshooting of 5G cell site incident tickets. The NS Engineer 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. A successful NS Engineer will be supporting the end-to-end monitoring and troubleshooting of the entire 5G ORAN platform. The NS team will quickly analyze service and system issues, determine corrective actions and implement to restore services. This position will be required to escalate complex issues to our Fault Isolation & Management team, and will determine root-causes for failure and develop corrective actions.
Responsibilities :
Own responsibility for end-to-end monitoring of the Core & 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 Client : 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.
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