• Sr. Operations Engineer
• Denver, CO

The Sr. Operations Engineer is a key member of the Open Range Communications Operations team and is responsible for resolving network and service issues escalated from Tier 1 or Tier 2, supporting network deployment and test & acceptance of sites and network elements. The Sr. Operations Engineer will also be responsible for coordinating issue resolution with vendors when escalation to their support teams is required, as well as ensuring network/service availability by analyzing network performance and identifying issues before they become service affecting.

The Sr. Operations Engineer will be required to provide 24x7 escalation support, identify and document improved troubleshooting and resolution procedures for Tier 1/2 technicians and provide training to Customer Care agents, NOC Engineers, and Field Operations Technicians. This job requires broad experience of network and access infrastructure elements, radio equipment, customer premise equipment and Operational Support Systems (OSS).

Qualifications:

• A minimum of 5 years of relevant experience is required with 7-10 years preferred including recent experience providing technical support to Tier 1 / 2 technicians.
  
• Experience with a wireless carrier, DSL, MSO, VoIP or other large service provider environment is required. Previous experience with Radio Access Networks preferred.
  
• Solid written and verbal communication skills.
  
• Ability to quickly adapt to change and willing to work days, evenings, and weekends as required.
  
• Willing to be on-call 24x7 for escalation support.

Major Goals:

• Support implementation of assigned processes, frameworks, applications, systems and other capabilities required for mission execution
  
• Develop, maintain, and improve relevant network performance and trouble resolution quality KPIs
  
• Maintain and improve Customer Satisfaction rating with respect to accuracy and timeliness of subscriber repair & service performance
  
• Maintain and improve Supplier/Partner Quality KPI as applicable to the subscriber provisioning and service activation processes

TOP PRIORITIES AND OBJECTIVES

• Proactively identify system impacting issues through the analysis of network performance data
  
• Support Open Range Communications* Operations and Engineering teams including NOC, Field Operations and Customer Care in the resolution of Customer impacting issues
  
• Support planned network maintenance activities, ensuring Change Management procedures are complete, accurate and adhered to.
  
• Document Methods & Procedures (M&Ps) supporting the operation of Open Range Communications* network.
  
• Assist in the development/delivery of training to Tier 1 / 2 technicians
  
• Proactively identify network & service trends by analyzing trouble ticket and preventative maintenance (PM) data.
  
• Develop, manage, and expand operational capabilities necessary for the enhancement and retention of subscribers and customer
  
• Support the introduction of new technologies into Open Range Communications network, including element/network management requirements
  
• Develop, manage, and expand fundamental knowledge of subscriber and customer needs as related to and affected by network availability and performance
  
• Support development, management, and expansion of operational capabilities necessary for the enhancement and retention of subscribers
  
• Support management of all variable expenses related to technical support
  
• Identify/communicate OSS requirements in support of maintaining and/or improving network operations