Cradlepoint is seeking a talented and dedicated Domain Support Specialist to join our Managed Services department. This role is a critical part of our Technical Authority RAN Data build team. The successful candidate will act as a key escalation point, ensuring the continuous availability and optimal performance of services delivered to our customers. This position demands a strong focus on proactive analysis, efficient incident restoration, and the continuous improvement of automated recovery processes within a dynamic 24/7 operational environment.
Key Responsibilities
- Act as the escalation point for activities demanding a high level of technical expertise, providing 24/7 support capability hosted within Automated Operations.
- Actively monitor ticket queues to ensure timely response to all incoming tickets and alerts.
- Provide on-call support during out-of-business hours, triggered by Automated Operations for critical incidents.
- Focus on the improvement of automated recovery mechanisms to enhance service resilience and reduce manual intervention.
- Offer escalation support for Service Surveillance and (on-site) service-related issues.
- Ensure continuous availability and performance of services to meet Service Level Agreement (SLA) performance levels.
- Perform analysis to proactively detect possible failures, ensuring incident restoration and repair based on analysis or prompts from MS Automated Service Function processes.
- Act to meet service or resource requirements where overall, higher-level network knowledge or specific product/service knowledge is required.
- Effectively coordinate projects with both internal teams and external groups/resources for timely project completion.
- Utilize problem-solving and root cause analysis tools to initiate business process improvements.
- Assist in and escalate network outage situations, contributing to rapid resolution.
- Ability to shift workload based on the flow of project priorities.
- Handle Change Management tickets and implement solutions within the network.
- Execute Change activities to continuously improve network quality.
- Provide technical support to field engineers for RAN/TXN issues.
- Maintain Data Integrity by ensuring live network data is accurately reflected in database tools.
Required Skills & Qualifications
- Bachelor's degree or higher (B.E/B.Tech/M.Tech) in Electronics and Communication Engineering (ECE), Information Technology (IT), or Computer Science (CS) (Full-time).
- Must Have Vendor Experience: Proficiency with Ericsson, Huawei, Samsung, & Nokia Vendor technologies.
- Ericsson RAN Experience: Hands-on experience in Ericsson RAN (5G/4G/2G) covering:
- Integration
- Troubleshooting
- Configuration change management
- Service affecting and non-service affecting activities
- Back Office (BO) operations
- Network Architecture: Strong understanding of Network Architecture across 2G, 3G, 4G, & 5G technologies.
- Mobile Telecommunications Knowledge: Comprehensive knowledge of:
- Telephony switching principles
- Transport networks and access networks
- Traffic concepts
- Telecommunication networks & signaling
- Voice and data flows
- Value Added Services (VAS)
- Contract Delivery Management: Previous experience managing contract delivery.
- KPI Analysis: Ability to perform Key Performance Indicator (KPI) Analysis.
- Language Skills: Proficiency in Written and Spoken English.
- Behavioral Competencies: Demonstrated abilities in:
- Delivering Results & Meeting Customer Expectations
- Creating & Innovating
- Analyzing
- Applying Expertise & Technology
- Working with People
- Relating & Networking
- Core Values: Strong alignment with professional values of honesty and integrity.
What Happens Once You Apply
We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferable skills, and we can support you with the skills that you need to develop.
