NOC Incident Manager

$124,800 - $145,600/Yr

Atec Wireless - Littleton, CO

Full-time - Mid Level

Littleton, CO

Telecommunications

About the position

The Incident Manager for the Wireless NOC will oversee the 24/7 Network Operations Center, focusing on the management of incidents related to the 5G platform. This role involves leading teams in monitoring, troubleshooting, and restoring services while ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). The Incident Manager will also be responsible for process improvements and maintaining high service availability.

Responsibilities

• Own responsibility for end-to-end Incident Lifecycle Management (Sev 1 -4).
• Oversee the incident management process and team members involved in resolving incidents.
• Assist with prioritizing/deprioritizing incidents according to urgency and business impact.
• Collaborate and escalate issues with Advanced Ops, Engineering & Vendor teams for critical support.
• Manage outages and emergencies, ensuring compliance with agreed KPIs & SLAs.
• Work closely with RF, Deployment & Integration teams, Tech Dev, Core, Cloud Infra, Network Engineering & Market teams.
• Track top issues and areas for continuous improvement.
• Drive resolutions for customer complaints within SLAs.
• Ensure Trouble Tickets are updated with all technical details and troubleshooting MOPs & templates.
• Maintain the Open Incident backlog at optimum levels.
• Ensure National Level Availability >99.50%.
• Manage internal, external, and customer incident escalations and follow-ups.

Requirements

• 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.
• Knowledge of 5G functional components (Core, RAN, Network, Transport, PaaS and gNB configurations).
• Ability to organize and prioritize dynamic schedules and balance team workloads.
• Strong people management skills and ability to perform challenging tasks individually.

Nice-to-haves

• Experience in PaaS.
• Motivated to grasp higher-level technology issues and troubleshoot to resolution.
• Flexible, analytical thinker.
• Enthusiastic and keen to learn new technologies and approaches.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance