What are the responsibilities and job description for the Network Operations Center Engineer position at GCS?
We continually redefine what’s possible from a mobile carrier, delivering exceptional value to over nine million customers. As we build our multi-brand wireless telco and cutting-edge 5G network, we aim to disrupt the retail market and deliver groundbreaking experiences to all. We’re reimagining connectivity through new platforms, innovative business models, and forward-thinking approaches, and we want you to be part of this exciting journey.
The Network Surveillance Engineer, RAN, Wireless NOC will play a key role in supporting DISH Wireless’ 24/7 Network Operations Center (NOC). This position will be responsible for monitoring the Radio Access Network (RAN) and managing the initial troubleshooting of 5G cell site incidents. The Network Surveillance Engineer will work with urgency to identify and resolve network issues to restore service and escalate to Tier II support when necessary. The successful candidate will contribute to the end-to-end monitoring and troubleshooting of the 5G ORAN platform, ensuring timely restoration of service for DISH customers.
Responsibilities:
- Own responsibility for monitoring RAN EMS (Element Management Systems) and observability tools, ensuring network performance and reliability.
- Proactively identify incidents and log them in the ServiceNow ticketing tool, assessing their impact on service and customers.
- Own and manage incident identification, ticket logging, and initial troubleshooting efforts.
- Support the incident management process, ensuring tickets are updated with technical details and that MOPs (Method of Procedures) and troubleshooting templates are followed.
- Work closely with the Fault Isolation & Management (FIM) team, Advanced Ops, Engineering, and Vendor teams for timely issue resolution, particularly during critical situations.
- Manage incident escalations and ensure appropriate follow-up to resolution, collaborating with internal and external stakeholders.
- Support post-maintenance activities by ensuring effective monitoring and health checks following network updates (CRs).
- Prioritize incidents based on urgency and business impact, assisting with the efficient resolution of issues in a high-pressure environment.
- Resolve customer complaints (CXO) in alignment with service level agreements (SLAs) to ensure operational performance meets customer expectations.
- Manage outage emergencies according to agreed-upon KPIs and SLAs.
- Ensure that open incident tickets are resolved in a timely manner and contribute to the optimal management of the incident backlog.
- Conduct detailed analysis and follow-up on all open incidents to maintain an effective ticket management process.
- Collaborate with teams from RF, Deployment & Integration, Tech Dev, Core, Cloud Infra, Network Engineering, and Market teams to drive network solutions and improvements.
- Ensure alignment with business needs and continuous process improvements across all functions.
