Note: The job is a remote job and is open to candidates in USA. Skylo is a company pioneering satellite connectivity, enabling smartphones and IoT devices to connect directly to satellites. They are seeking a Senior Network Reliability Engineer for Incident Management to oversee incident response, ensuring structured coordination and resolution of network incidents across various domains.
Responsibilities
- Serve as the central command point during all network degradations, service disruptions, and subscriber-impacting events, opening the bridge, initiating the incident management process, and maintaining command from first alert through full-service restoration
- Own end-to-end incident lifecycle management for Sev 1-4: initiate bridge calls, identify the cause and impacted domain, page the correct on-call NRE, maintain bridge discipline with clear ownership and timelines, and drive to restoration
- Prioritize incidents according to urgency and business impact, classifying severity accurately using alarm signatures, subscriber impact data, and domain KPI telemetry from available OSS systems
- Escalate to subject matter experts in Operations and Engineering teams when critical or time-sensitive resolution is required, providing full technical context, a structured problem statement, and a documented timeline
- Engage and interface with vendor support teams (RAN vendor, Core vendor, cloud infrastructure) when incident resolution requires external escalation; track vendor SLA response and escalate vendor delays to the domain NRE
- Support hypercare operations during major network launches, high-risk change windows, and special events, maintaining readiness and acting as first responder for any degradation during the hypercare window
- Ensure all trouble tickets are created promptly in the incident management system (Jira/ServiceNow) with complete technical details, troubleshooting steps, MOPs followed, and outcome documentation, never closing an incident with an incomplete ticket
- Produce a structured incident timeline artifact within two hours of closure: sequence of events, alarms triggered, actions taken, bridge participants, and all open action items with assigned owners and due dates
- Manage the open incident backlog at optimum levels: track ageing tickets, escalate stalled items, and ensure no incident closes without a documented resolution path or a justified deferral
- Coordinate post-incident review (PIR) scheduling: compile the incident record, gather logs from in-house observability tools and other relevant sources, and deliver a structured problem statement to the domain NREs owning the root cause analysis
- Handle internal, external, and MNO partner incident escalations and follow-ups; interface with Market Operations, OEM contacts, and partner NOCs for joint incident resolution, ensuring external-facing communications are approved before transmission
- Assure that Skylo's operated network meets agreed availability KPIs and MNO partner SLA commitments, proactively tracking availability metrics and flagging degradation trends before they breach SLA thresholds
- Track top recurring issues and feed continuous improvement inputs: document repeat-incident patterns, identify the operational gap (missing runbook, stale threshold, absent alert), and route findings to the appropriate domain NRE for action
- Contribute to the weekly and monthly Network Performance Report: incident count by severity and domain, MTTR trends, top issues, SLA compliance summary, and KPI deviation analysis
- Drive proactive measures for network issue detection and isolation, actively participating in the Service Assurance and Automation domain and providing operational input for closed-loop automation requirements
- Participate in the global follow-the-sun on-call rotation as the incident coordination tier: Espoo shift bridges the US overnight window, while Mountain View and Bengaluru shifts cover their respective regions, maintaining 24x7 continuous coverage
- Maintain shift handoff hygiene: produce a written end-of-shift summary covering open incidents, degraded components, active change windows, vendor escalations in flight, and priority items for the incoming shift
- Manage the on-call paging workflow: acknowledge alerts within SLA target windows, escalate to L2 within defined thresholds, and ensure no alert goes unacknowledged across the shift boundary
- Support planned maintenance and change windows: validate pre-change observability coverage, confirm rollback readiness with the NI team, and execute rollback runbooks if a deployment causes service degradation
- Work in close collaboration across multiple Skylo functions during incidents: RAN NRE, Core NRE, Cloud Infrastructure NRE, BOSS (BSS & OSS), Network Implementation, Product Engineering and Market teams, coordinating without creating confusion by maintaining a single source of truth on the bridge
- Engage appropriate stakeholders based on incident signature, subscriber impact, and domain ownership, avoiding over-escalation and under-escalation with disciplined severity classification
- Interface with MNO partner NOC teams during shared-impact events: relay technical status updates, manage the partner communication cadence, and escalate partner requests through the correct internal channel
- Surface repetitive manual incident steps to the service assurance automation team, documenting the step, frequency, and toil cost as structured input to the automation backlog
- Maintain working knowledge of RAN architecture relevant to incident triage: CUSM (Control plane, User plane, Synchronization plane, Management plane), eCPRI/CPRI interfaces, PTP and SyncE timing, Netconf, and NTN-specific RAN alarm patterns
- Understand 5G Core network function roles (AMF, SMF, UPF, NRF, PCF, SEPP) at a level sufficient to classify an alarm, identify subscriber impact, and escalate with technical context
- Operate virtualized NTN infrastructure observability tools: navigate Grafana dashboards, learn and use custom in-house tooling capabilities, run kubectl commands to assess pod health, and correlate OSS alarms with underlying infrastructure events
- Build domain depth progressively across the first 12 months; the Senior NRE role is a structured development track toward Staff NRE and Principal NRE, where independent incident command and domain ownership are the primary accountabilities
Skills
- 5-10+ years of experience in telecom/wireless operations, network operations, or NRE in a production 24x7 environment
- Demonstrated ability to independently manage incident bridge calls: open the war room, maintain bridge discipline, drive to resolution, and produce a structured incident record
- Strong understanding of telecom network environments and 5G functional components, with sufficient knowledge of RAN (CUSM, eCPRI, PTP/SyncE), 5G Core (AMF, SMF, UPF), and Cloud/OSS to triage intelligently and escalate with context
- Incident and outage management expertise: ability to prioritize by urgency and impact, manage multiple simultaneous events, and operate effectively under high-pressure 24x7 conditions
- Hands-on experience with at least one observability platform: Grafana dashboards, Prometheus alerting, Loki log queries, or equivalent, with the ability to independently navigate to relevant signals during an active incident
- Kubernetes operational literacy: able to run kubectl get pods, describe a failing pod, read container logs, and identify health issues at the level needed to triage and escalate a platform-layer incident
- Structured written communication: capable of producing clear incident timelines, executive stakeholder updates, and post-incident summaries under time pressure
- Ticketing system proficiency (Jira, ServiceNow, or equivalent): incident lifecycle management, escalation workflows, and backlog hygiene
- On-call tooling experience (PagerDuty or equivalent): alert acknowledgement, escalation policy management, and on-call scheduling
- Ability to span departments and build strong working relationships with RAN, Core, Cloud, Engineering, and external partner teams to drive joint incident resolution
- Prior experience in a satellite, NTN, or space-to-ground connectivity operational environment
- Experience with OSS/BSS platforms: FCAPS alarm management, event correlation, SNMP trap handling, or EMS integration
- Familiarity with 3GPP NAS/NG-AP signaling flows, RRC state machine, or IMSI lifecycle procedures
- ITIL Foundation certification or demonstrated practical application of ITIL incident, problem, and change management processes
- Scripting ability in Python or Bash, sufficient to automate repetitive operational tasks, parse log output, or build quick diagnostic utilities
- Experience supporting hypercare operations, major network launches, or high-risk change windows
- Exposure to closed-loop automation frameworks or service assurance platforms used in network operations
Benefits
- Stock option-based equity program
- Comprehensive benefits including medical, dental, vision, and retirement plan
- Monthly allowances for wellness and education reimbursement
- A generous time-off policy, holidays, and the opportunity to temporarily work abroad
Company Overview
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