Job Description

Job Description:

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 Company's NOC engineers.
• Partner with extended Company's operations teams for cross-technology incident resolution
• Contribute to troubleshooting documentation and investigations, incident handling and help guides.
• Assist in developing escalation path through NOC and to Company's Wireless Network Engineering to expedite remediation

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