Sr Mgr Mobile Services Operations

Company: UScellular
Location: Schaumburg
Posted on: June 22, 2022

Job Description:

Sr Mgr Mobile Services Operations - ENG001926This position has a primary focus on service management operations related to customer/business incidents across our wireless service domains for new or existing services. This role has responsibility for the service availability and reliability for our traditional consumer and business customers for wireless data connectivity across three architectures: LTE, IMS, and Legacy CDMA. This position will lead a team who act as a top-tier support for the organization and provide subject matter expertise and for resolving customer and business service issues. This position will lead customer or business reported troubleshooting efforts for restoring service outages in collaboration with other support organizations as needed. The position will also lead a team responsible for Analytics and Automation development for the RRE organization.

• Develop and manage the Opex and Capex budgets for the team.
• Manage effective issue identification and resolution process. Serves as the focal point for end-to-end issues / crisis resolution related to Customer and Business reported service issues.
• Manages the development and utilization of analytical and development tools to proactively manage and support our wireless services health Lead a team of service oriented engineers that coordinate and drive 24x7x365 advanced tier troubleshooting, including problem resolution, root cause analysis and on-call for all high value business customers i.e. IoT/M2M.
• Lead and participate in process improvement initiatives, with special emphasis on ticket handling and issue resolution between call center teams and the engineering organization.
• Ensure the development of a full suite of documentation as it relates to the Mobile Services environment (Call Flows, end to end topologies, etc.) including tools used for day to day operations.
• Drives development of tools and documentation to assist call center teams in the resolution of customer tickets in a timely manner.
• Provide training on all services to internal teams, as well as customer service organizations.
• Actively participate in key vendor/industry forums to help guide service health best practices and team development activities.
• Interacts with partner organizations/departments with special emphasis on the Mobile Core and Services Operations and Engineering teams and Product Management and Device Engineering teams to support service solutions for our customer-servicing network.
• Works with Call Center and other organizations to monitor customer ticket volume and trends to drive process improvement.
• Coordinate activities with the Service Engineering delivery and Service Assurance teams to ensure alignment and that operational measures for service quality are met.
• Drive Analytics and Automation development for the RRE organization
  • Bachelor's degree or equivalent experience in related technical discipline such as Engineering, Computer Science, Information Technology
  • Minimum 8+ years of relevant industry experience. Strong knowledge of concepts, protocols, vendors, and industry trends in legacy and next generation cellular data networks
  • Strong project management experience with the ability to break down complex problems into manageable tasks required
  • Knowledge of vendor-specific solutions for wireless services, along with knowledge of standards-based application delivery best-practices
  • Demonstrate a strong working knowledge of End to End (E2E) Cellular Data Networks/Call Flows
  • VoLTE, Presence, UT Proxy, 4G/LTE, MIP, SIP, VoLTE and Data Roaming, SMS, MMS , WARN Act/Commercial Mobile Alert System (CMAS), Message Application Broker (MAB)/Voicemail to Text, L2TP tunneling from the USCC network to enterprise customer's LNS, dynamic public IP assignments and static public IP assignments.
  • IMS Core and Applications Servers, LTE S-GW, P-GW, HSS, 1NDS/Subscriber Data Management (SDM) ; PCRF, IMS and EPC DNS, Security Appliances, DRA, Lawful Interception Gateways (LIG) for CALEA compliance, CDMA/1xRTT, MIP, SIP, EVDO, Wireless Data, Packet Data Switch Node (PDSN), Home Agent (HA), Foreign Agent (FA), AAA, ECS.
  • LTE Traffic and Signaling, User Traffic, IMS Media, Session, Application and Control Planes, PSTN Signaling, SON
  • Mobile Services 24x7x365, including 3rdshift staff as required
  • Travel required PREFERRED QUALIFICATIONS
    • Master's Degree preferred
    • 5 years or more preferred previous management experience required with experience leading large and technically diverse teams
    • IoT/M2M/B2M Network troubleshooting/triage experience Job : EngineeringLocation(s) : Illinois-SCHAUMBURG_IL Tennessee-KNOXVILLE_TNU.S. Cellular - is an EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information.

Keywords: UScellular, Schaumburg , Sr Mgr Mobile Services Operations, IT / Software / Systems , Schaumburg, Illinois