Sr Manager – TIER 4 Advanced Enterprise Support Engineering

Sr Manager – TIER 4 Advanced Enterprise Support Engineering

Requirements

• Bachelor’s Degree Computer Science, Engineering, or Information Technology (Required)
• 7-10 years Managing cross-functional teams in engineering or product support roles (Required)
• More than 10 years Developing and implementing troubleshooting protocols for wireless, wireline, satellite connectivity, and LAN/WAN environments (Required)
• More than 10 years Experience in designing, implementing, and supporting cellular core and RAN networks, as well as wireline networks (i.e MPLS, SDWAN) (Required)
• Leadership Ability to lead and manage a team of engineering experts, fostering a collaborative and innovative work environment. (Required)
• Problem Solving Expertise in identifying, diagnosing, and resolving complex network and product issues to enhance customer satisfaction. (Required)
• Cross Functional Relationships Proficiency in collaborating with various departments and stakeholders to ensure seamless operations and effective incident management. (Required)
• Technical Leadership Strong technical acumen in wireless, wireline, satellite connectivity, and LAN/WAN environments to guide advanced support initiatives. (Required)
• System Infrastructure Expertise: Advanced knowledge of cellular infrastructure, inclusive of LTE, 5G (NSA and SA), and how all the elements interact; IP and backbone networks, along with associated routing protocols necessary for its function (i.e BGP); CoS/QoS mechanisms in both wireless and wireline infrastructures; security principles and best practices; including general configurations of firewalls, VPN concentrators, and IPS systems; cellular signaling flows and their functions, specifically relating to SIP, RTP, Diameter etc (Required)
• Cellular Roaming (Domestic/Int’l): Advanced knowledge of domestic and international cellular roaming, both 4G and 5G, inclusive of key items such as SIM provisioning, authentication procedures and protocols, carrier selection, and handover, as well as familiarity with roaming standards such as IR.21 (Required)
• Cellular Modules, Protocols and SIM Knowledge: In-depth knowledge of how cellular modules work (i.e Thales, Cemtech, Telit etc), inclusive of their respective features, interaction via AT command sets, and over the top management of said modules Working knowledge of key IoT protocols such as MQTT and CoAP and how they interact with IoT devices and cloud platforms; eSIM/remote sim provisioning and SIM profile management; Experience with how software development works and how cellular modules are integrated into software stacks and applications, specifically through key interfaces such as USB, SPI, UART etc); IoT focused cellular infrastructure, specifically LTE-M and NB-IoT, with knowledge of 5G RedCap functions and differentiators (Required)
• Strategic Thinking Capability to develop strategic approaches to maintain and enhance the reliability and stability of product offerings. (Required)
• Telecommunications In-depth knowledge of the telecommunications industry to drive continuous improvement and maintain competitive advantage. (Required)
• Customer Satisfaction Focus on delivering exceptional service and resolving issues efficiently to ensure high levels of customer satisfaction. (Required)

Responsibilities

• Oversees a team of engineering experts in resolving complex network and product issues to ensure optimal customer satisfaction
• Manages and guides ITIL Incident Management activities to maintain service quality and efficiency
• Collaborates with cross-functional teams to enhance product quality and resolve technical challenges
• Develops innovative solutions to improve the stability and reliability of product offerings
• Maintains strong partnerships with internal and external stakeholders to support business objectives
• Ensures adherence to technical standards and compliance with regulatory requirements in all project implementations

Preferred Qualifications

• Master’s/Advanced Degree Computer Science or Data Science (Preferred)
• 7-10 years Leading ITIL Incident Management activities in a telecommunications environment (Preferred)
• Cloud Applications Working knowledge of hyperscaler (AWS, Azure, GCP etc) infrastructure (Preferred)
• APIs Deep knowledge of how APIs work (REST and SOAP) and be able to setup test sandboxes to leverage & test APIs, as well as the troubleshooting of API issues inclusive of authentication (OAuth, JWT) (Preferred)
• Troubleshooting Advanced knowledge and experience performing flow/packet analysis using tools such as Wireshark, tcpdump, SolarWinds, NetScout etc) (Preferred)
• Voice Technologies: Expertise in VoLTE and VoNR, inclusive of identification of complex issues relating to call setup, dropped calls and reduced call quality (Preferred)
• Change Management Ability to manage and implement change within the team and processes to adapt to evolving business needs. (Preferred)
• Vendor Management Skills in managing external vendors and partners to support business operations and technology solutions. (Preferred)
• Analytics Utilize data analytics to assess product performance and identify areas for improvement. (Preferred)
• ITIL Expert Certification: Certification that demonstrates advanced knowledge in ITIL practices, focusing on ITIL Incident Management which is crucial for this role. (Preferred)
• Certified Information Systems Security Professional (CISSP) Certification that indicates expertise in information security, which is essential for managing the security aspects of network and product support in a telecommunications environment. (Preferred)
• Cisco Certified Network Professional (CCNP): Advanced certification that validates the ability to plan, implement, verify and troubleshoot local and wide-area enterprise networks and work collaboratively with specialists on advanced security, voice, wireless and video solutions. (Preferred)