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Mobile Services Operations Engineer - Schaumburg, IL or Knoxville, TN


Date:
10/17/2017 2:31:48 AM
Location:
SCHAUMBURG, IL US
This position's focus is on service management operations across our wireless service domains; in addition to supporting new services in both today's environment and as services/technology evolve to remain ahead and ready for the next wireless service.  The Mobile Services Operations Engineer will execute operational responsibility for our mobile services and assist with creation of new services. This position provides input and feedback to peers and leadership on needed improvements and enhancements to mobile services.  This position will perform top-tier level troubleshooting efforts for restoring service outages in collaboration with other support team members and organizations as needed.  

Assists with managing effective issue identification and resolution process. Serves as the focal point for end-to-end issues / crisis escalation and resolution on challenging problems. 
Assist in developing and utilizing analytical and development tools to proactively manage and support our wireless services health.
Coordinate and drive 24x7x365 advanced tier troubleshooting, including problem resolution, root cause analysis and on-call for all mobile services.
Actively participate in key vendor/industry forums to grow knowledge on the technical aspects of service operations and best practices
Participate in industry/vendor forums to improve service development activities.
Participate in the development of a full suite of documentation as it relates to the Mobile Services environement (Call Flows, end to end topologies, etc.) including tools used for day to day operations 
Participate in the the development of tools and documentation to assist call center teams in the resolution of customer tickets in a timely manner. 
Interact effectively with partner organizations/departments to support service solutions for our customer-servicing network.
Support new services launch with focus on proper operational readiness and transition.
Participate in process improvement initiatives, with special emphasis on wireless service enhancements for the customer experience.
Establish and maintain key relationships with partner organizations with special emphasis on the Mobile Core and Services Operations and Engineering teams and Device Management teams
Work with team peers and call center organizations to improve ticket handling procedures for customer ticket resolution between call center teams and the team.
Collaborate with the Service Engineering delivery and Service Assurance teams to ensure that operational measures for service quality are met.
Identify changes needed in the Mobile Services configuration to achieve the service availability and reliability goals
Actively maintains knowledge of current and forward looking technologies relevant for the team.
Assists with maintainenance of an inventory of our current services to expedite the resolution process and advises team on best approach.

The statements herein are intended to describe the general nature and level of work being performed by associates and are not to be construed as an exhaustive list of responsibilities, duties, abilities, and skills required of associates so classified. Additional responsibilities may be assigned as needed.


Bachelor’s degree or equivalent experience in related technical discipline such as Engineering, Computer Science, Information Technology preferred.
Networking/System Certifications or related experience beneficial
Minimum 3+ years relevant work/industry experience with an strong knowledge of concepts, protocols, vendors, and industry trends in legacy and next generation cellular data networks
Demonstrated problem solving / analytical skills and knowledge of analytical tools
Strong knowledge of vendor-specific solutions for wireless services, along with knowledge of standards-based application delivery best-practices 
Strong understanding with Next Generation Networking (NGN) architecture, LTE, VoLTE, & IMS service implementations based upon 3GPP standards as well as legacy CDMA 1x/EVDO 
Demonstrate a strong working knowledge of End to End (E2E) Cellular Data Networks/Call Flows and the technologies listed below:
Services: VoLTE, Presence, UT Proxy, 4G/LTE, MIP, SIP, VoLTE and Data Roaming, SMS, MMS , WARN Act/Commercial Mobile Alert System (CMAS), Message Application Broker (MAB)/Voicemail to Text, L2TP tunneling from the USCC network to enterprise customer’s LNS, dynamic public IP assignments and static public IP assignments.
Core Network Elements: IMS Core and Applications Servers, LTE S-GW, P-GW, HSS, 1NDS/Subscriber Data Management (SDM) ; PCRF, IMS and EPC DNS, Security Appliances, DRA, Lawful Interception Gateways (LIG) for CALEA compliance, CDMA/1xRTT, MIP, SIP, EVDO, Wireless Data, Packet Data Switch Node (PDSN), Home Agent (HA), Foreign Agent (FA), AAA, ECS.
3GPP Interfaces and associated Technical Specifications: LTE Traffic and Signaling, User Traffic, IMS Media, Session, Application and Control Planes, PSTN Signaling, SON - Cx, Gm, Gx, Gy, ISC, Mb, Mg, Mi, Mj, Mk, Mn, Mp, Mr, Mw, RX, S1-MME, S1-U, S5, S6a, S8, S11, SGI, Sh, Sp, SWa, SWd, SWm, SWn, SWx, X2
Network Protocols: TCP/IP, HTTP, DNS, GTP, Diameter, SCTP, ISUP, SIP, Megaco, MTP, M3UA, UDP
Tools and Deep Packet Inspection: Netscout, Optima, WNG, SEV1, TrueCall, CellPage/CellGraph
Strong working knowledge: CXM, COGNOS, SharePoint, WIKI, Remedy Trouble and Change Ticketing
Strong working knowledge: Word, Excel, Outlook, PowerPoint, Microsoft Project, Visio
Experience supporting mission-critical services and applications
Familiar with process improvement principles (e.g. CI, PDCA etc.) 
Ability to create / define metrics that accurately reflects the current state of a given process
Ability to embrace change and adapt to needed changes
Excellent verbal, written, and communication skills are required
Mobile Services 24x7x365, including 3rd shift staff as required 
Travel required
U.S. Cellular® is an EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information.
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