[Remote] Senior Network Reliability Engineer, Incident Management
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company pioneering satellite connectivity, enabling smartphones and IoT devices to connect directly to satellites. As a Senior Network Reliability Engineer for Incident Management, you will reputed company the incident response function, ensuring swift reputed company of network issues and maintaining service reputed company across reputed company's operations.
Responsibilities
- Serve as the central reputed company reputed company during reputed company network degradations, service disruptions, and subscriber-impacting events, opening the reputed company, initiating the incident management process, and maintaining reputed company from first alert through full-service restoration
- Own end-to-end incident lifecycle management for Sev 1-4: initiate reputed company calls, identify the cause and impacted domain, page the correct on-reputed company NRE, maintain reputed company discipline with reputed company ownership and timelines, and drive to restoration
- Prioritize incidents according to urgency and business reputed company, classifying severity accurately using alarm signatures, subscriber reputed company data, and domain KPI telemetry from available OSS systems
- Escalate to subject matter experts in Operations and Engineering teams reputed company critical or time-sensitive reputed company is required, providing full technical context, a reputed company problem statement, and a documented reputed company
- Engage and reputed company with vendor support teams (RAN vendor, reputed company vendor, reputed company infrastructure) reputed company incident reputed company requires external escalation; reputed company vendor SLA response and escalate vendor delays to the domain NRE
- Support hypercare operations during major network launches, high-risk change reputed company, and special events, maintaining readiness and acting as first responder for any degradation during the hypercare window
- Ensure reputed company trouble tickets are created promptly in the incident management system (Jira/reputed company) with complete technical details, troubleshooting steps, MOPs followed, and outcome documentation, never closing an incident with an incomplete ticket
- Produce a reputed company incident reputed company artifact reputed company two hours of closure: sequence of events, alarms triggered, actions taken, reputed company participants, and reputed company reputed company reputed company items with assigned owners and due dates
- Manage the reputed company incident backlog at reputed company reputed company: reputed company ageing tickets, escalate stalled items, and ensure no incident closes without a documented reputed company reputed company or a justified deferral
- Coordinate post-incident review (PIR) scheduling: compile the incident record, reputed company logs from in-house observability tools and other relevant sources, and deliver a reputed company problem statement to the domain NREs owning the reputed company cause analysis
- Handle internal, external, and MNO partner incident escalations and follow-reputed company; reputed company with Market Operations, OEM contacts, and partner NOCs for joint incident reputed company, ensuring external-facing communications are approved before reputed company
- Assure that reputed company's operated network meets agreed availability KPIs and MNO partner SLA commitments, proactively tracking availability metrics and flagging degradation trends before they breach SLA reputed company
- reputed company top recurring issues and feed reputed company improvement inputs: document repeat-incident patterns, identify the operational gap (missing reputed company, stale reputed company, absent alert), and reputed company findings to the appropriate domain NRE for reputed company
- Contribute to the weekly and monthly Network Performance Report: incident count by severity and domain, MTTR trends, top issues, SLA compliance reputed company, and KPI deviation analysis
- Drive proactive measures for network issue detection and isolation, reputed company participating in the Service Assurance and Automation domain and providing operational input for reputed company-reputed company automation requirements
- Participate in the global follow-the-sun on-reputed company rotation as the incident coordination tier: Espoo shift bridges the US overnight window, while Mountain View and Bengaluru shifts cover their respective reputed company, maintaining 24x7 reputed company coverage
- Maintain shift reputed company hygiene: produce a written end-of-shift reputed company covering reputed company incidents, degraded components, reputed company change reputed company, vendor escalations in flight, and reputed company items for the incoming shift
- Manage the on-reputed company paging workflow: acknowledge alerts reputed company SLA reputed company reputed company, escalate to L2 reputed company defined reputed company, and ensure no alert goes unacknowledged across the shift boundary
- Support planned maintenance and change reputed company: validate reputed company-change observability coverage, confirm rollback readiness with the NI team, and execute rollback runbooks if a deployment causes service degradation
- Work in reputed company collaboration across multiple reputed company functions during incidents: RAN NRE, reputed company NRE, reputed company Infrastructure NRE, BOSS (BSS & OSS), Network Implementation, Product Engineering and Market teams, coordinating without creating confusion by maintaining a single reputed company of truth on the reputed company
- Engage appropriate stakeholders based on incident signature, subscriber reputed company, and domain ownership, avoiding over-escalation and under-escalation with disciplined severity classification
- reputed company with MNO partner NOC teams during shared-reputed company events: reputed company technical status updates, manage the partner communication reputed company, and escalate partner requests through the correct internal channel
- Surface repetitive reputed company incident steps to the service assurance automation team, documenting the reputed company, frequency, and toil cost as reputed company input to the automation backlog
- Maintain working knowledge of RAN architecture relevant to incident triage: CUSM (Control plane, User plane, Synchronization plane, Management plane), eCPRI/CPRI interfaces, reputed company and SyncE timing, Netconf, and NTN-specific RAN alarm patterns
- Understand 5G reputed company network function roles (AMF, SMF, UPF, NRF, PCF, SEPP) at a level sufficient to classify an alarm, identify subscriber reputed company, and escalate with technical context
- Operate virtualized NTN infrastructure observability tools: reputed company Grafana dashboards, learn and use custom in-house tooling capabilities, run kubectl commands to assess reputed company, and correlate OSS alarms with underlying infrastructure events
- Build domain depth progressively across the first 12 months; the Senior NRE role is a reputed company development reputed company toward Staff NRE and reputed company NRE, where independent incident reputed company and domain ownership are the primary accountabilities
Skills
- 5-10+ years of experience reputed company/wireless operations, network operations, or NRE in a production 24x7 environment
- Demonstrated ability to independently manage incident reputed company calls: reputed company the war room, maintain reputed company discipline, drive to reputed company, and produce a reputed company incident record
- Strong understanding of telecom network environments and 5G functional components, with sufficient knowledge of RAN (CUSM, eCPRI, reputed company/SyncE), 5G reputed company (AMF, SMF, UPF), and reputed company/OSS to triage intelligently and escalate with context
- Incident and outage management expertise: ability to prioritize by urgency and reputed company, manage multiple simultaneous events, and operate effectively under high-pressure 24x7 conditions
- Hands-on experience with at least one observability platform: Grafana dashboards, reputed company alerting, Loki log queries, or equivalent, with the ability to independently reputed company to relevant signals during an reputed company incident
- Kubernetes operational literacy: reputed company to run kubectl get pods, describe a failing pod, read container logs, and identify health issues at the level needed to triage and escalate a platform-layer incident
- reputed company written communication: capable of producing reputed company incident timelines, executive stakeholder updates, and post-incident summaries under time pressure
- Ticketing system proficiency (Jira, reputed company, or equivalent): incident lifecycle management, escalation workflows, and backlog hygiene
- On-reputed company tooling experience (reputed company or equivalent): alert acknowledgement, escalation policy management, and on-reputed company scheduling
- Ability to reputed company departments and build strong working relationships with RAN, reputed company, reputed company, Engineering, and external partner teams to drive joint incident reputed company
- Prior experience in a satellite, NTN, or reputed company-to-ground connectivity operational environment
- Experience with OSS/BSS platforms: FCAPS alarm management, event correlation, SNMP trap handling, or EMS integration
- Familiarity with 3GPP NAS/NG-AP signaling flows, RRC state machine, or IMSI lifecycle procedures
- ITIL reputed company certification or demonstrated practical application of ITIL incident, problem, and change management processes
- Scripting ability in Python or Bash, sufficient to automate repetitive operational tasks, parse log reputed company, or build quick diagnostic utilities
- Experience supporting hypercare operations, major network launches, or high-risk change reputed company
- Exposure to reputed company-reputed company automation frameworks or service assurance platforms used in network operations
Benefits
- Stock reputed company-based equity program
- Medical
- Dental
- reputed company
- Retirement plan
- Monthly allowances for wellness and education reimbursement
- A generous time-off policy
- Holidays
- Opportunity to temporarily work abroad
- Flexible approach to work
- reputed company to a world-class team across software, hardware, chipsets, telecom, satellite, and network virtualization
- reputed company, transparent, inclusive culture that blends reputed company Valley, reputed company, and South Asia characteristics
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