TAC Manager

Position Summary

Role and Responsibilities

Job Description:

Manage a team of TAC engineers with all technical aspects on support functions. Ability to provide guidance and support to customers. Assist the support teams with high severity events, ticket resolution and focused customer engagement to resolve issues. Proactively identify issues in the network and take action to resolve, mitigate, and provide guidance and support to other team members on new project, processes, etc. as needed. Handle Sev1/Sev2 outage situations seamlessly with customer and internal teams and drive resolution within SLA. Build strong relationship with customers and Internal Cross functional teams. Handle customer escalations. Employ knowledge of 4G/5G 3GPP technologies. Provide on-call support as needed for commercial network outages and network performance issues as per the M&S Support requirements. Provide technical reviews and support to customers as needed. Work with wireless network architecture, protocols, RF optimization and standards. Review various Engineering and Operational MOPs and provide feedback. Manage TAC handling of customer tickets. Build strong relationship with other Tier teams to gain knowledge and build on expertise. Work with wireless network deployments, installation, and commissioning process. Assist in resolution of high severity issues to meet SLA requirements. Lead calls with customers on technical discussions and ensuring issues are resolved to their satisfaction. Provide technical analysis on Remedy tickets and help prepare weekly reports for discussion with customer. Manage reports for Quarterly and Monthly business review with customer. Create and manage monthly reports involving compensation credits for missed SLA calculations. Lead weekly Remedy ticket calls with customers that involve technical discussions leading to issue resolution and closure of tickets. Assist in resolution/closure of high severity tickets to meet Contractual SLA requirements.

Supervises 3-6 subordinates – Engineers.

Minimum Education & Experience Requirements:

Master’s degree in Electrical and Computer Engineering, Electrical Engineering, Electronics and Communication Engineering, a related field, or a foreign equivalent plus 3 years of postbaccalaureate experience in job offered or any engineering related job titles.

Applicants must have 3 years of experience in the following: (1) TAC handling of customer tickets; (2) handling Sev1/Sev2 outage situations; (3) Working in the telecommunications industry; (4) Wireless network architecture concepts including in the RAN domain, network architecture, protocols, RF optimization and standards; (5) wireless network deployments, installation and commissioning process; (6) UNIX operating systems; (7) UNIX operating systems and Virtualization; and (8) 4G/5G 3GPP technologies; and (9) PowerBI/ Dashboard /Salesforce Remedy ticket management.

Employer does not offer sponsorship for this position.

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Skills and Qualifications

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