Job Description

NOC Incident Manager (634)

Job Address: Littleton, CO

Shift: Nights (40 hours)

Description:

The Incident Manager, Wireless NOC, will be supporting company's 24/7 Network Operations Center. A successful Incident Manager will help lead a group of 5G Network Surveillance, Fault Isolation, and Management teams, supporting the end-to-end monitoring and troubleshooting of the entire 5G platform. The team will quickly analyze service and system issues, determine corrective actions, and implement solutions to restore services.

This position will escalate complex issues to Advanced Operations and Engineering resources, determine root causes for failures, and develop corrective actions. These actions may range from configuration changes to the development of new operational procedures. The Incident Manager will also contribute to ongoing process improvement reviews using Key Performance Indicator (KPI) metrics to eliminate errors, maximize hardware/software efficiencies, and increase service uptime—leading to an excellent overall customer experience.

Responsibilities:

• Own responsibility for end-to-end Incident Lifecycle Management (Severity 1–4).
• Oversee the incident management process and team members involved in resolving incidents.
• Drive ticket management analysis and follow-up through closure.
• Assist with prioritizing/deprioritizing incidents based on urgency and business impact.
• Collaborate and escalate issues with Advanced Ops, Engineering, and Vendor teams for critical or time-sensitive resolutions.
• Manage outages and emergencies, ensuring assurance KPIs and SLAs are met.
• Work in close collaboration with multiple teams: RF, Deployment & Integration, Tech Dev, Core, Cloud Infra, Network Engineering, and Market teams.
• Track top issues and identify areas for continuous improvement.
• Drive resolution for customer complaints (CXO) within SLA parameters.
• Ensure Trouble Tickets are updated with technical details, troubleshooting MOPs, and templates.
• Maintain an optimal open incident backlog.
• Maintain National-Level Availability >99.50%.
• Manage internal, external, and customer incident escalations and follow-ups.
• Ensure strict adherence to process and compliance standards.

Skills, Experience, and Requirements:

• Bachelor’s or Master’s degree, or equivalent experience.
• 8–10 years of telecom/wireless experience.
• Experience managing 4G/5G NOC shift environments and troubleshooting activities.
• Strong ability to organize and prioritize dynamic schedules and team workloads.
• In-depth knowledge of 5G functional components (Core, RAN, Network, Transport, PaaS, and gNB configurations).
• Motivated to understand high-level technical issues and troubleshoot them to resolution.
• Ability to work under pressure and build strong working relationships internally and externally.
• Reliable, self-sufficient, and capable of working with minimal supervision.
• Flexible and analytical thinker, enthusiastic to learn new technologies and methodologies.
• Self-motivated, achievement-oriented, and able to perform challenging tasks independently.
• Detail-oriented with excellent organizational skills.
• Demonstrates leadership ability and effective team management skills.
• Comfortable working in a fast-paced, fluid environment and capable of handling multiple priorities.

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