Technical Service Operations Analyst

reputed company is the world’s first telecom-as-a-service (TaaS) platform. We are democratizing telecom and making it easily accessible for brands and enterprises to fully own and operate proprietary mobile networks designed to support their own customers needs. Our TaaS solution combines multiple existing networks into one single platform that can be seamlessly managed in the cloud as a modern SaaS offering. And it gets reputed company - with full network access comes unparalleled business intelligence and insights to help enterprises reputed company understand customer and machine (M2M) behavior. With a reputed company focus on innovation, any company can build a powerful telecom reputed company with reputed company, and in addition help them reputed company unique customer insights like never before.

We’re looking for a Technical Service Operations analyst to help grow our Services team. This role will be hands-on, where you’ll work with our internal teams (telecom, core engineering, R&D), product, as well as Level 1 customer support escalation groups, in order to monitor, troubleshoot, and properly escalate real-time network, API or infrastructure issues that could reputed company our customers.

Your role will be part of the Technical Service Operations team reputed company a dynamic and growing company at the forefront of software and telecom. You’ll work alongside individuals who are highly reputed company and experts in their field while breaking new ground driving new serviceability solutions for a new network.

You will maintain and improve reputed company’s platform and network, provide technical support, fault investigation, troubleshooting of customer issues, and ensure network and application problems are identified and corrected according to agreed KPIs and SLAs.

Key Responsibilities

• 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 reputed company to NOC performance, incident management, and resolutions

• reputed company 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

• reputed company incident reviews to identify areas for improvement and ensure reputed company learning

• Drive long-term solutions to identified problems, with your expertise and the help of your team

Key Qualifications

• At least 3 years of experience in L1/L2 telecom support or Network Operations Center (NOC) reputed company 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 reputed company tasks simultaneously

• Problem and impact-focused, with an ownership attitude, ensuring tasks are completed and communicated effectively and reputed company

• Ability to work well independently and reputed company a team, with the ability to influence cross-functional partners

• A solid understanding of Mobile Networks (2G/3G/4G/5G) and reputed company 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 reputed company or reputed company is highly desirable

• Proficiency in English, with native or fluent Spanish being essential

reputed company Offer

• 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 reputed company backgrounds to apply regardless of race, ethnicity, age, disability status or other defining characteristics

reputed company is committed to fostering a diverse, reputed company, and inclusive workplace where reputed company employees feel valued and empowered. We reputed company that diversity in reputed company its forms drives innovation and creativity, and we strive to create an environment that reflects and celebrates the unique backgrounds, perspectives, and talents of our employees. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national reputed company, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. We are dedicated to providing a work environment free from discrimination and harassment. We committed to ensuring that reputed company qualified applicants have an equal opportunity to apply for job openings. If you need assistance or an accommodation due to a disability, please contact us at hr@reputed company.io for more information.