Telecom Service Operations Specialist

hace 1 mes


Ciudad de México, Ciudad de México Oxio A tiempo completo

Oxio is a pioneering telecom-as-a-service (TaaS) platform that democratizes telecom and makes it easily accessible for brands and enterprises to own and operate proprietary mobile networks. Our TaaS solution combines multiple existing networks into a single platform that can be managed in the cloud as a modern SaaS offering. With full network access comes unparalleled business intelligence and insights to help enterprises better understand customer and machine behavior.

We're seeking a Technical Service Operations analyst to help grow our Services team. This role will be hands-on, working with internal teams (telecom, core engineering, R&D), product, and Level 1 customer support escalation groups to monitor, troubleshoot, and properly escalate real-time network, API, or infrastructure issues that could affect our customers.

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

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 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

Key Qualifications:

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

What We 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



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