Job Details

Role Description (Job ID):

• Leads engagements and provides escalation support for large scalesolutions and complex issues through deep 5G technical expertise.

• Supports engagements by training escalation best practices to support the 5G deployment

• Supports creation and dissemination of technical collateral, intellectual capital, documentation and knowledge transfer

• Provides technical expertise and escalation support in documenting and resolving technical problems foundin products, software and solutions

• Leads engagements with other teams (Engineering/DevOps) to properly identify, diagnose, triage, and correct complex issues either through direct support and by root cause analysis

• Assists in leading team to build support / incident response options to maintain the operational readiness of customer 5G infrastructure

• Identifies key maintenance areas such as hardware capabilities, software anomaly thresholds, and licensing requirements

• Assists engagements with the creation of vendor support issues and the best practice use of change management

• Actively works with the Engineering teams for addressing systemic product, software and solution issues along and drives addressing usability and serviceability concerns.

Expected Responsibilities:

• Technical focal point incident escalation resolution

• Troubleshoot and resolve complex incidents across Cisco and AWS technologies.

• Accountable for the accurate and timely resolution of network incidents detected.

• Deliver knowledge transfer to NOC engineers.

• Partner with extended operations teams for cross-technology incident resolution

• Contribute to troubleshooting documentation and investigations, incident handling and help guides.

• Assist in developing an escalation path through NOC and to Wireless Network Engineering to expedite remediation