Senior Network Reliability Engineer, Incident Management

Overview

Senior Network Reliability Engineer for Incident Management in the Global Product Support & Customer Success organization. Acts as the operational nerve center of Skylo's 24x7 incident response function, owning the bridge from first alert to full-service restoration across RAN, 5G Core, Cloud Infrastructure and OSS.

What you'll do

• Serve as central command point during network degradations, service disruptions and subscriber-impacting events, from first alert through full-service restoration.
• Own end-to-end incident lifecycle for Sev 1-4: open 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) for 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, 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 open action items with owners and due dates.
• Manage the open incident backlog: track ageing tickets, escalate stalled items and ensure no incident closes without a documented resolution path or justified deferral.
• Coordinate post-incident review scheduling, compile incident records, gather logs and deliver structured problem statements to domain NREs.
• Handle internal, external and MNO partner escalations and follow-ups, with external communications approved before transmission.
• Assure network 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, including incident counts, MTTR trends, top issues, SLA compliance and KPI deviation analysis.
• Drive proactive network issue detection and isolation, providing operational input for closed-loop automation requirements.
• Participate in the global follow-the-sun on-call rotation as the incident coordination tier, acknowledging alerts within SLA windows and escalating to L2 within defined thresholds.
• Produce written end-of-shift handoff summaries covering open incidents, degraded components, active change windows, vendor escalations and priority items.
• Support planned maintenance and change windows: validate observability coverage, confirm rollback readiness with the NI team and execute rollback runbooks if needed.
• Work across RAN, Core, Cloud Infrastructure, BOSS, Network Implementation, Product Engineering and Market teams during incidents, maintaining a single source of truth on the bridge.
• Interface with MNO partner NOC teams during shared-impact events, relaying technical status updates and managing the partner communication cadence.
• Surface repetitive manual incident steps to the service assurance automation team with step, frequency and toil cost documented.
• 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 context.
• Operate virtualized NTN infrastructure observability tools: Grafana dashboards, in-house tooling, kubectl for 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, with 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, 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 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.
• Scripting ability in Python or Bash to automate repetitive operational 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: Remote, US.
• Global follow-the-sun 24x7 on-call rotation as the incident coordination tier; Espoo shift bridges the US overnight window.
• Compensation: San Francisco Bay Area $140,000 - $150,000 + equity; other U.S. $120,000 - $130,000 base salary + equity.