Arterra Mobility - Telecommunications

Lead Operation Support Specialist
Denver , CO - United States
Arterra Mobility
Position Type: Full-time
Other Pay:
Industry: Telecommunications
Category: Engineering
Manages Others:
Experience: 4-Year
Career Level:
Relocation Covered:

Arterra Mobility (“Arterra”) is an operating division of Kajeet, Inc., a private, venture-backed company headquartered in McLean, Virginia. A Project Manager is being sought to support the rapid growth of Arterra in the highly dynamic environment of mobile services, networks and technology. Arterra provides its clients with technology and services needed to launch sophisticated private-labeled wireless services. As a leading MVNE/MVNA, Arterra provides clients with access to an enablement platform and services, as well as to multiple national wireless 4G LTE mobile networks. Arterra has a well-deserved reputation in the marketplace for the ability to engineer sophisticated and successful wireless services and solutions on multiple carrier networks, to drive rapid launches, and to deliver excellence in execution and client support. Arterra serves clients from Silicon Valley start-ups to Fortune 50 companies.

Lead Operation Support Specialist

The Lead Operation Support Specialist is responsible for trouble management in a network operations environment proving client support and issue resolution for the Arterra platforms. In addition to billing and carrier/network provisioning, Arterra client platforms may include eCommerce, fulfillment, client/ end user facing web portals, and third party integration for credit card charging, taxation, and other similar functions. You will work closely with clients, internal Arterra teams and wireless carriers to ensure the platforms operate as expected. We pride ourselves on ensuring great client experiences which support Arterra’s business and profitability goals. Arterra is seeking a candidate who will excel at the following:

Perform initial troubleshooting, problem analysis and isolation of network and system events in accordance with Arterra NOC incident management guidelines
Research and analyze platform issues working cross-functionally across Arterra teams, clients, and carriers to identify root cause and corrective actions
Quickly identify and analyze network events from monitoring systems
Follow through and assist in troubleshooting after escalating
Respond to network activities, as required—this includes supporting SLA commitments between network operations and internal/external clients
Understand and respond properly to escalation procedures
Enter data into trouble ticketing system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation and provide feedback for knowledge database.
Perform investigation/documentation/reporting for client-impacting or recurring issues
Manage and resolve client escalations in an effective manner, ensuring client satisfaction and evaluation of processes and procedures in order to minimize further issues
Interact directly with clients and Arterra teams to establish and manage priorities
Communicate effectively with clients and Arterra teams both proactively and reactively for platform release/outage notifications and issue resolution
Maintain a professional attitude and appearance while exhibiting a personable, polite and patient behavior at all times
Requirements / Experience

Experience with network monitoring systems (Cloudwatch, Jira, Confluence, Oracle Forms)
Strong computer skills—including solid working knowledge of Windows-based applications
Possess the ability to manage client platforms and adjust to shifting priorities and rapid change
Outstanding problem solving, trouble shooting and communication skills
Bachelors degree or equivalent
4-6 years related experience in Wireless billing and provisioning
Program/project management experience
Job Type: Full-time

The NOC is a 24/7/365 operation. Employees must be willing and able to work rotating and/or non-standard work shifts, including evenings, overnight, holidays, weekends