Job Description
The Company:
We are a leading provider of satellite television, wireless services, and innovative technology solutions. With over 40 years of industry experience, we have consistently disrupted the market by pioneering advancements. We are committed to delivering exceptional service and connectivity to millions of customers nationwide. Our team is driven by a passion for innovation, collaboration, and growth, making this an exciting place to build a career and shape the future of communication.
Job Summary:
We’re seeking an Incident Manager to support a 24/7 Wireless Network Operations Center (NOC), focused on monitoring and troubleshooting a nationwide 5G platform. This role leads incident response teams to quickly analyze, resolve, and document network issues, while continuously improving service reliability and operational efficiency.
Key Responsibilities:
- Lead end-to-end incident lifecycle management (Severity 1–4)
- Supervise incident resolution efforts and ensure all trouble tickets are properly tracked and updated
- Prioritize incidents based on business impact and urgency
- Escalate critical issues to advanced operations, engineering, and vendor teams when needed
- Manage outages and emergencies, ensuring SLA and KPI adherence
- Collaborate across multiple technical and operational teams (e.g., RF, deployment, core, cloud, and engineering)
- Identify recurring issues and drive continuous improvement initiatives
- Ensure high service availability (>99.5%) at the national level
- Handle escalations from customers and leadership, focusing on quick resolution and strong communication
- Maintain an optimized incident backlog and ensure effective documentation of procedures and templates Skills & Experience:
- Bachelor’s or Master’s degree (or equivalent experience)
- 8–10+ years in the telecom/wireless industry, including NOC or shift management
- Strong knowledge of 4G/5G architecture including RAN, Core, Network, and Transport components
- Proven ability to manage multiple priorities in a high-pressure, fast-paced environment
- Strong analytical and troubleshooting skills with a deep technical understanding
- Effective leadership and people management abilities
- Self-driven, detail-oriented, and highly organized
- Comfortable working independently with minimal supervision
- Strong communication skills and a collaborative mindset Equal Opportunity Employer:
Associate Staffing is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. We are committed to creating a diverse and inclusive work environment and welcome applicants from all backgrounds to apply for open positions with our company.
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