Manager, Engineering Operations
As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit http://www.t-mobile.comThis position oversees the day-to-day switch and field activities necessary to ensure smooth operation of the network. Coordinates and supervises the daily activities of the switch and field staff members in order to maintain the performance of each network node and cell site (BTS) to insure optimal service is provided to T-Mobile's subscribers at all times. Supports other departments within market for new site turn-up, troubleshooting issues (customer and equipment), and achieving market/regional/T-Mobile performance metrics. The Operations Manager will also provide team direction; prioritize workload and resources to meet objectives; proactively maintain the integrity of the network; develop both short and long term goals; oversee project management; actively participates in budget management; and lead major network recovery efforts. An Operations Manager plays a catalyst role in building a strong team by utilizing routine coaching sessions and assisting with progressive career development progress, and establishing training requirements. The position interacts with all local, regional, and national departments as well as with sales (Care centers in market specific locations which allows for job shadowing, cross department interaction and feedback sessions) to assist in developing new tools, processes, and planning/scheduling workload execution. An operations manager promotes a healthy work environment and is the voice of the front line employee. The position requires a solid leader with good active listening skills and is ultimately accountable to our customers for the results his/her team delivers.Strong knowledge of troubleshooting techniques
Working knowledge of overall network architecture and GSM principals. Switch Nodes, MSC/BSC/HLR/BTS Alcatel/Comverse/Ericsson/Nokia). Including data translations, trunking and inter and intra switch connectivity
Knowledge of 9-1-1 Systems to include the provisioning process, signal flow from call origination to the PSAP display
Knowledge of Call Processing to include call tracing, billing, RF and SS7 principals
Knowledge of Transport Systems to include DACs, SS7 & Telco Transport Systems (Optical and Electrical) such as OC-192/48/12/3, DS3 & T1s
Knowledge of Power Systems to include equipment power requirements and limitations of the power plant and power distribution systems. Additionally, should be familiar with Emergency Back Up Systems
Leadership and coaching skills; fosters teamwork and cross-functional cooperation in order to create a positive work environment
Ability to create and refine processes and procedures
4-6 years technical experience in telecommunications or mobile switching systems, field operations and maintenance or cellular systems experience
2 years' experience with GSM systems
High School Diploma/GED
Technical or business disciplineRequires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
Supervises day-to-day activities of switch and field technicians (prioritizes workloads, does resource planning, oversees daily/weekly activities, approves time, etc.) to achieve Network Trouble Management (NTM) standards compliance and network reliability metrics (Service Level Agreement (SLA), Mean Time to Repair (MTTR), alarm recovery, Minutes of Usage (MOU), Base Station Subsystem (BSS) availability, etc.). Monitors quantity and quality of work performed by switch and field technicians. Serve as escalation point 24x7 for all network issues in switch or field, unless on Paid Time Off (PTO) or Manager has approved other coverage arrangement
Coaches and develops direct reports, fostering a team environment and a culture of excellence. Conducts ongoing coaching and career development with direct reports (bi-weekly/monthly 1-1 coaching, quarterly reviews, quarterly goal-setting, etc.). Promotes rewards and recognition programs
Promotes fiscal responsibility. Actively manages operational expenses (overtime, tower crew work, parts and maintenance), tracks and maintains all technician-assigned company assets (tech vehicles, pool test phones, computers, international sims, etc.), negotiates and recommends maintenance contracts, and maintains inventory of company assets through proper Asset Lifecycle Management (ALM) audit/reconciliation practices. In some locations, fulfills repair and return, warehouse support, and shipping/receiving duties. Manages and oversees all facility maintenance for local engineering office building including preventative maintenance, security, power, and network upgrades
Ensures compliance with and adherence to all T-Mobile policies and procedures including all internal Switch MOPs. Acts as Field Safety Liaison to ensure compliance with all T-Mobile/OSHA requirements. Leads related Disaster Recovery efforts and works with ICT regional team and other support teams to restore network services
Ensures market goals are met by prioritizing and managing projects with the other market managers, Regional teams, FSC and vendors. Functions as primary point of contact for vendor work coordination required and to perform QA and acceptance of equipment installs
Audits and maintains integrity of operations-centric data in all engineering systems, including proper closure of tickets/tasks and work-log updates (InSite, Homer, Alarm Point, ALM, etc.). Audits and maintains integrity of operations-centric data in all engineering systems, including proper closure of tickets/tasks and work-log updates (InSite, Homer, Alarm Point, ALM, etc.) At least 18 years of age. Legally authorized to work in the United States. High School Diploma or GED. Pre-employment background screen.We Take Equal Opportunity Seriously - By Choice T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.
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