Automated Operations Engineer

Cradlepoint is seeking a dynamic and dedicated Automated Operations Engineer to join our team. In this role, you will be responsible for coordinating, supporting, managing, and executing 1st level proactive and reactive maintenance activities. As an integral part of our team, your contribution will help ensure we provide customers with continuous and consistent services that perform to Service Level Agreement (SLA) standards.

What You Will Do: Key Responsibilities

• Monitor services and manage events at the 1st level, ensuring quick detection of anomalies.
• Assess trends identified from customer complaints, translating insights into actionable improvements.
• Manage and resolve incidents at the 1st level efficiently, minimizing service disruption.
• Escalate and track security incidents promptly, adhering to defined protocols.
• Initiate problem management and support the execution of corrective maintenance.
• Monitor and improve customer experience based on identified use cases, driving service enhancements.

Required Qualifications

• Ericsson Operations Engine - Mode Of Operations: Familiarity with operational frameworks and processes (or similar industry standards).
• Test Automation Management Tools: Experience with tools used to manage test automation.
• Test Execution Engine: Knowledge of platforms for executing automated tests.
• Dealing With Enquiries: Strong skills in handling and responding to various inquiries.
• MS TOP (Managed Services Technical Operating Procedures): Understanding of managed services operational procedures (or similar).
• Document Control: Proficiency in managing and controlling technical documentation.
• Software Performance Testing: Knowledge of methodologies and tools for assessing software performance.
• Ericsson RAN Management: Familiarity with Radio Access Network management (or similar wireless network management).
• Ericsson VAS Management: Understanding of Value-Added Services management (or similar telecom services).
• Customer Complaint Resolution: Proven ability to effectively resolve customer complaints.
• Client Services: Strong focus on providing excellent client services.
• ITIL: Familiarity with ITIL (Information Technology Infrastructure Library) framework and principles.