Senior Network Reliability Engineer, Incident Management

Overview

Senior Network Reliability Engineer (NRE) for Incident Management in Skylo's Global Product Support & Customer Success organization. Acts as the central command point for 24x7 incident response across RAN, 5G Core, Cloud Infrastructure and OSS, from first alert to full-service restoration.

What you'll do

• Serve as central command point during network degradations, service disruptions and subscriber-impacting events: open the bridge, initiate the incident management process and maintain command through full-service restoration.
• Own end-to-end incident lifecycle management for Sev 1-4: initiate bridge calls, identify cause and impacted domain, page the correct on-call NRE, maintain bridge discipline and drive to restoration.
• Prioritize incidents by urgency and business impact, classifying severity using alarm signatures, subscriber impact data and domain KPI telemetry.
• Escalate to Operations and Engineering subject matter experts with full technical context, a structured problem statement and a documented timeline.
• Engage vendor support teams (RAN, Core, cloud infrastructure) when external escalation is required; 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, acting as first responder for degradations.
• Ensure all trouble tickets are created promptly in Jira/ServiceNow with complete technical details, troubleshooting steps, MOPs followed and outcome documentation.
• Produce a structured incident timeline artifact within two hours of closure, including sequence of events, alarms, actions, bridge participants and open action items with owners and due dates.
• Manage the open incident backlog, tracking ageing tickets and escalating stalled items.
• Coordinate post-incident review scheduling: compile the incident record, gather logs from observability tools and deliver a structured problem statement to domain NREs.
• Handle internal, external and MNO partner incident escalations and follow-ups, ensuring external-facing communications are approved before transmission.
• Assure that the operated network meets agreed availability KPIs and MNO partner SLA commitments, flagging degradation trends before SLA thresholds are breached.
• Track recurring issues and route continuous-improvement findings to the appropriate domain NRE.
• Contribute to weekly and monthly Network Performance Reports: incident counts, MTTR trends, top issues, SLA compliance and KPI deviation analysis.
• Participate in the global follow-the-sun on-call rotation as the incident coordination tier, maintaining 24x7 coverage.
• Produce written end-of-shift summaries covering open incidents, degraded components, active change windows, vendor escalations and priority items.
• Manage the on-call paging workflow: acknowledge alerts within SLA windows, escalate to L2 within defined thresholds and ensure no alert goes unacknowledged across shift boundaries.
• Support planned maintenance and change windows: validate observability coverage, confirm rollback readiness with NI and execute rollback runbooks if needed.
• Coordinate across RAN, Core, Cloud Infrastructure, BOSS, Network Implementation, Product Engineering and Market teams, maintaining a single source of truth on the bridge.
• Interface with MNO partner NOC teams during shared-impact events: relay technical status, manage communication cadence and escalate partner requests through the correct internal channel.
• Document repetitive manual incident steps and their toil cost as structured input to the service assurance automation backlog.
• Maintain working knowledge of RAN architecture relevant to triage (CUSM, eCPRI/CPRI, PTP and SyncE, Netconf, NTN-specific RAN alarm patterns).
• Understand 5G Core network function roles (AMF, SMF, UPF, NRF, PCF, SEPP) sufficiently to classify alarms, identify subscriber impact and escalate with technical context.
• Operate virtualized NTN infrastructure observability tools: Grafana dashboards, custom in-house tooling, kubectl commands to assess pod health, and correlation of OSS alarms with infrastructure events.

What you'll need

• 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, sufficient knowledge of RAN (CUSM, eCPRI, PTP/SyncE), 5G Core (AMF, SMF, UPF) and Cloud/OSS to triage and escalate with context.
• Incident and outage management expertise: prioritize by urgency and impact, manage multiple simultaneous events and operate under high-pressure 24x7 conditions.
• Hands-on experience with at least one observability platform: Grafana dashboards, Prometheus alerting, Loki log queries or equivalent, able to 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: produce 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 working relationships with RAN, Core, Cloud, Engineering and external partner teams to drive joint incident resolution.

Nice to have

• 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 tasks, parse log output or build 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.

Details

• Location: Bengaluru, India (role operates across Mountain View, Espoo and Bengaluru hubs as part of the global follow-the-sun rotation).
• Participation in the 24x7 on-call rotation, including the Bengaluru shift covering its regional window.