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Telecom Service Operations Specialist
hace 2 meses
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 tailored to their customers' needs. Our TaaS solution combines multiple existing networks into a single, cloud-based platform that can be seamlessly managed as a modern SaaS offering. With full network access comes unparalleled business intelligence and insights to help enterprises better understand customer and machine behavior.
Key Responsibilities- Monitor, troubleshoot, and properly escalate real-time network, API, or infrastructure issues that could affect customers.
- Work with internal teams (telecom, core engineering, R&D), product, and Level 1 customer support escalation groups to ensure timely resolution and closure of NOC tickets.
- 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 expertise and the help of the team.
- 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.
- 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.
