Manager, Engineering Tech Support Tier2 USD
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POST DATE 8/30/2016
END DATE 10/24/2016
JOB DESCRIPTIONAs America's Un-carrier, T-Mobile US, Inc. (NYSE:
TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.Manager, Engineering Tech Support (Tier2 USD)Serves as a leader to Second Level (Tier 2) Technical Support Engineers in support of the T-Mobile Real Time Subscriber Databases. Manage the technical support for deployment and service migration of new features, software, platforms and additional capacity that's needed in the Unified Subscriber Database systems.Enterprise Core CompetenciesRequires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.QualificationsMinimum RequiredStrong understanding of relevant 3GPP and RFC specifications.Strong interpersonal skills and a high standard of written and verbal communication skills. In-depth knowledge of industry best practices in a Wireless Network Operator environment. 5 years technical development, test or technical support role within telecommunications industry. 3 years experience in operations and maintenance of a large wireless operator network. 2+ years hands on experience leading troubleshooting efforts. DesiredStrong understanding of the GSM/UMTS/LTE network architecture, interfaces, protocols and the supported services, specially related to the interaction of the key applications like HLR, HSS, PCRF, AAA, DUS, EIR with the other network elements and the Core Subscriber Database, in a distributed architecture.Previous supervisory/management experience highly preferred.2 + years working knowledge of database protocols and concepts utilized for Real Time Subscriber Databases (LDAP/SQL)2+ years hands on experience managing vendors to contractual service levelsAbility to analyze data and provide recommendations to resolve network impacting issueProvide leadership and guidance during restoration of customer impacting issuesUnderstanding of operational requirements to maintain telecom/data center hardware and softwareExperience in data center environments and monitoring techniquesKnowledge of the Nokia USD (Unified Subscriber Database) system, utilizing the NDS architecture, is preferableEducationMinimum Required Bachelors Degree. Technical discipline Or equivalent experienceLicense or CertificationRelevant equipment certificationGeneral/Physical RequirementsThis position requires mobility (standing, walking, climbing, etc.); the ability to get from one place to another. This position requires bending, turning, twisting of your neck or at the waist. This position requires balancing and maintaining equilibrium.Essential FunctionsCoaches and develops the Tier 2 Technical Support organization, fostering a team environment and a culture of excellence. Works with senior manager to define quarterly goals and complete quarterly performance, coaching, and career development reviews. Provides technical direction to employees and peers to expedite the investigation and resolution of software and hardware issues within the T-Mobile network. Drives long-term design improvements with peers in Network Design to ensure resolution of chronic network issues. Manages vendor relationships to ensure Service Level Agreements for network fault resolution are maintained. Ensures that the T-Mobile Release Planning quality standards are maintained for all new service releases entering the T-Mobile network. When required, facilitates training to develop the skills of the T-Mobile front-line technicians and engineers. Approves network changes in accordance with the T-Mobile Change Management policy. Ensures that network outages are investigated thoroughly and appropriate corrections are put in place to prevent reoccurrence. Defines and monitors metrics to maximize network performance and to ensure systems have adequate capacity to support projected subscriber growth rates.We Take Equal Opportunity Seriously - By Choice T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law. .