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Telecom Service Operations Analyst

Oxio

Mexico City

Hybrid

Full-Time

Calm

Summary

Responsibilities

Responsible for routine operations process in the NOC, interacting with Customer Support, Telecom, Engineering, and R&D teams
Provide Level 2 technical support by troubleshooting and resolving incidents escalated from Level 1
Manage and consistently follow up on NOC tickets, communicate estimated resolution times, and ensure their timely resolution and closure
Update business metrics related to NOC performance, incident management, and resolutions
Oversee scheduled maintenance windows, ensuring updates are captured and communicated effectively
Maintain and enforce the on-call rotation schedule, ensuring adequate coverage for incident response
Coordinate and prepare comprehensive Root Cause Analysis and Post-Mortem reports
Lead incident reviews to identify areas for improvement and ensure continuous learning

Requirements

At least 3 years of experience in L1/L2 telecom support within a Tier-1 or 2 operator environment
A solid understanding of Mobile Networks (2G/3G/4G/5G) and fundamental networking concepts
Basing understanding of OSI model and TCP/IP networking, both IPv4 and IPv6
Experience with ITSM tools like ServiceNow or Atlassian is highly desirable
Proficiency in English, with native or fluent Spanish being essential
Strong written and verbal communication skills, with the ability to interact with both technical and non-technical stakeholders
Self-starter who’s very organized, detail-oriented, and capable of managing multiple ad-hoc tasks simultaneously
Problem and impact-focused, with an ownership attitude, ensuring tasks are completed and communicated effectively and efficiently
Ability to work well independently as well as in a team with the ability to influence cross-functional partners

Work-Life Balance Benefits

Flexible work arrangements
Company sponsored team-lunches and company retreats
A diverse and inclusive team

Benefits

Competitive salary and stock option incentive program
Company paid healthcare
International organization that enables you to work across boundaries and travel to different locations

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Full Details of Job Post

OXIO is the world’s first telecom-as-a-service (TaaS) platform. We are democratizing telecom and making it easily accessible for brands and enterprises to fully own and operate proprietary mobile networks designed to support their own customers needs. Our TaaS solution combines multiple existing networks into one single platform that can be seamlessly managed in the cloud as a modern SaaS offering. And it gets better - with full network access comes unparalleled business intelligence and insights to help enterprises better understand customer and machine (M2M) behavior. With a continuous focus on innovation, any company can build a powerful telecom presence with OXIO, and in addition help them glean unique customer insights like never before.

We’re looking for a Telecom Service Operations Analyst to help grow our Services team. This role will be hands-on, where you’ll work with our internal teams (telecom, core engineering, R&D), product, as well as Level 1 customer support escalation groups, in order to monitor, troubleshoot, and properly escalate real-time network, API or infrastructure issues that could affect our customers.

Your role will be part of the Technical Service Operations team within a dynamic and busy company at the forefront of software and telecom. You’ll work alongside individuals who are highly experienced and experts in their field while breaking new ground driving new serviceability solutions for a brand new network.

You will maintain and improve OXIO’s platform and network, provide technical support, fault investigation, troubleshooting of customer issues, and ensure network and application problems are identified and corrected according to agreed KPIs and SLAs.

Key Responsibilities:

Responsible for routine operations process in the NOC, interacting with Customer Support, Telecom, Engineering, and R&D teams
Provide Level 2 technical support by troubleshooting and resolving incidents escalated from Level 1
Manage and consistently follow up on NOC tickets, communicate estimated resolution times, and ensure their timely resolution and closure
Update business metrics related to NOC performance, incident management, and resolutions
Oversee scheduled maintenance windows, ensuring updates are captured and communicated effectively
Maintain and enforce the on-call rotation schedule, ensuring adequate coverage for incident response
Coordinate and prepare comprehensive Root Cause Analysis and Post-Mortem reports
Lead incident reviews to identify areas for improvement and ensure continuous learning

Key Qualifications:

At least 3 years of experience in L1/L2 telecom support within a Tier-1 or 2 operator environment
A solid understanding of Mobile Networks (2G/3G/4G/5G) and fundamental networking concepts
Basing understanding of OSI model and TCP/IP networking, both IPv4 and IPv6
Experience with ITSM tools like ServiceNow or Atlassian is highly desirable
Proficiency in English, with native or fluent Spanish being essential
Strong written and verbal communication skills, with the ability to interact with both technical and non-technical stakeholders
Self-starter who's very organized, detail-oriented, and capable of managing multiple ad-hoc tasks simultaneously
Problem and impact-focused, with an ownership attitude, ensuring tasks are completed and communicated effectively and efficiently
Ability to work well independently as well as in a team with the ability to influence cross-functional partners

What We Offer:

Competitive salary and stock option incentive program
Company paid healthcare
Flexible work arrangements
Company sponsored team-lunches and company retreats
International organization that enables you to work across boundaries, travel to different locations, and enjoy the dynamics of a rapidly growing startup
A diverse and inclusive team
We welcome applicants from all backgrounds to apply regardless of race, ethnicity, age, disability status or other defining characteristics

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