Telecom Service Operations Analyst

at  oxio

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 Technical 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 growing 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 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 QUALIFICATIONS:

• At least 3 years of experience in L1/L2 telecom support or Network Operations Center (NOC) within a Tier-1 or 2 operator environment
• Strong written and verbal communication skills, with the ability to interact with both technical and non-technical stakeholders
• Self-starter who’s curious, well 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 and within a team, with the ability to influence cross-functional partners
• A solid understanding of Mobile Networks (2G/3G/4G/5G) and fundamental networking concepts
• Basic understanding of OSI model and TCP/IP networking, both IPv4 and IPv6
• Basic understanding of HTTP and REST APIs
• Experience with ITSM tools like ServiceNow or Atlassian is highly desirable
• Proficiency in English, with native or fluent Spanish being essential

• 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
• Drive long-term solutions to identified problems, with your expertise and the help of your team