Jasper Wireless is a software startup focused on the emerging machine-to-machine (M2M) market, also called the Internet of Things. Wireless is no longer just about mobile phones, but about entirely new categories of connected devices such as eReaders, tablets, automotive infotainment and smart grids – this is what M2M is about. M2M has been noted by dozens of wireless industry leaders as a major growth opportunity for mobile network operators worldwide. At Jasper, we have capitalized on this opportunity by creating a SaaS platform that makes it easy to develop, manage, and run millions of connected devices globally.
Today, Jasper's Connected Devices Platform has been chosen by the world’s leading mobile carriers including AT&T (USA), KPN (Europe), VimpelCom (Asia), SingTel (Asia), Rogers (Canada), Telstra (Australia), and many others. Millions of devices all over the world rely on us to deliver mission-critical services.
Job Title: Operations Engineer
Operations Engineer Job Purpose: Supports overall operations team by identifying and solving operational problems and assisting in operational data compilation and reporting. Key support areas are in SLA measuring and adherence and NOC performance and assisting with the definition and enhancement of processes and procedures to constantly improve the above
Operations Engineer Job Duties:
Work with Director of Ops as well as key Element Owners or Subject Matter Experts (SME) to define KPI’s that are measurable, actionable and are in complete support of our contracted SLA requirements.
Ensure that the KPI’s defined above are consistently and accurately gathered and reported
Publish the KPI reports in a meaningful overview or “dashboard” fashion to Management and other interested parties comparing KPIs to SLA requirements
Initiate improvement programs to operational problems by observing and studying system functioning and KPI results; investigating alerts and alarms; evaluating trouble tickets and suggestions; interviewing process owners and supervisors and completing root cause analysis procedures.
Use collected KPI information to forecast capacity and utilization trends
Review monitoring and alarming with the Service Element owners to ensure we only alarm on actual urgent events. Work with those same owners to define internal response SLA’s and escalation process
Work with the NOC team to create troubleshooting steps and define appropriate actions to perform when urgent events occur
Capture NOC performance data on the adherence of the above as well as internal escalation teams’ response time and provide these reports to Management and interested parties
Anticipates operational problems by studying occurrences of the above, modes of operation, network limitations; and trend analysis – both from internally generated data (alarms) as well as externally generated data (trouble tickets).
Improves operational quality results by studying, evaluating, and recommending process re-design; implementing changes; contributing information and opinion on current process and procedure to management and team/system leads.
Ensures compliance with governmental reporting requirements; works with process leads to obtain necessary information to publish this information in the form of Root Cause Analysis if needed.
Skills/Qualifications: Operations Research, Reporting Skills, very experienced Excel user, Database understanding, SQL knowledge helpful, understanding of Networks, understanding of wireless (GSM) networks helpful, must be Customer focused and intent on providing an outstanding customer experience for both internal and external customers.
Jasper Wireless, Inc. - 22 months ago