Skylo Technologies - Senior Network Reliability Engineer, Incident Management

• At Senior NRE level you independently command bridge calls for Sev 1-4 incidents, support subject matter experts as incident coordinator and function as the communication lead during Sev 1 events, drive the execution of runbooks without supervision, manage the full incident lifecycle end-to-end in the ticketing system, and continuously improve the procedures you operate against. You are not a ticket router, you are the structured coordinator who ensures every incident has a clear owner, a live timeline, and a documented resolution path. Assuring Skylo's network availability commitments to MNO partners and meeting SLA obligations is your primary measure of success. • Incident Command & Bridge Coordination • Own end-to-end incident lifecycle management for Sev 1-4: initiate bridge calls, identify the cause and impacted domain, page the correct on-call NRE, maintain bridge discipline with clear ownership and timelines, and drive to restoration. • Escalate to subject matter experts in Operations and Engineering teams when critical or time-sensitive resolution is required, providing full technical context, a structured problem statement, and a documented timeline. • Engage and interface with vendor support teams (RAN vendor, Core vendor, cloud infrastructure) when incident resolution requires 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, maintaining readiness and acting as first responder for any degradation during the hypercare window. • Incident Documentation & Lifecycle Management • Ensure all trouble tickets are created promptly in the incident management system (Jira/ServiceNow) with complete technical details, troubleshooting steps, MOPs followed, and outcome documentation, never closing an incident with an incomplete ticket. • Produce a structured incident timeline artifact within two hours of closure: sequence of events, alarms triggered, actions taken, bridge participants, and all open action items with assigned owners and due dates. • Manage the open incident backlog at optimum levels: track ageing tickets, escalate stalled items, and ensure no incident closes without a documented resolution path or a justified deferral. • Coordinate post-incident review (PIR) scheduling: compile the incident record, gather logs from in-house observability tools and other relevant sources, and deliver a structured problem statement to the domain NREs owning the root cause analysis. • Handle internal, external, and MNO partner incident escalations and follow-ups; interface with Market Operations, OEM contacts, and partner NOCs for joint incident resolution, ensuring external-facing communications are approved before transmission. • Network Availability & SLA Assurance • Assure that Skylo's operated network meets agreed availability KPIs and MNO partner SLA commitments, proactively tracking availability metrics and flagging degradation trends before they breach SLA thresholds. • Track top recurring issues and feed continuous improvement inputs: document repeat-incident patterns, identify the operational gap (missing runbook, stale threshold, absent alert), and route findings to the appropriate domain NRE for action. • Contribute to the weekly and monthly Network Performance Report: incident count by severity and domain, MTTR trends, top issues, SLA compliance summary, and KPI deviation analysis. • Drive proactive measures for network issue detection and isolation, actively participating in the Service Assurance and Automation domain and providing operational input for closed-loop automation requirements. • On-Call & Shift Operations • Participate in the global follow-the-sun on-call rotation as the incident coordination tier: Espoo shift bridges the US overnight window, while Mountain View and Bengaluru shifts cover their respective regions, maintaining 24x7 continuous coverage. • Maintain shift handoff hygiene: produce a written end-of-shift summary covering open incidents, degraded components, active change windows, vendor escalations in flight, and priority items for the incoming shift. • Manage the on-call paging workflow: acknowledge alerts within SLA target windows, escalate to L2 within defined thresholds, and ensure no alert goes unacknowledged across the shift boundary. • Support planned maintenance and change windows: validate pre-change observability coverage, confirm rollback readiness with the NI team, and execute rollback runbooks if a deployment causes service degradation. • Cross-Functional Collaboration • Work in close collaboration across multiple Skylo functions during incidents: RAN NRE, Core NRE, Cloud Infrastructure NRE, BOSS (BSS & OSS), Network Implementation, Product Engineering and Market teams, coordinating without creating confusion by maintaining a single source of truth on the bridge. • Interface with MNO partner NOC teams during shared-impact events: relay technical status updates, manage the partner communication cadence, and escalate partner requests through the correct internal channel. • Surface repetitive manual incident steps to the service assurance automation team, documenting the step, frequency, and toil cost as structured input to the automation backlog. • Technical Domain Knowledge • Maintain working knowledge of RAN architecture relevant to incident triage: CUSM (Control plane, User plane, Synchronization plane, Management plane), eCPRI/CPRI interfaces, PTP and SyncE timing, Netconf, and NTN-specific RAN alarm patterns. • Operate virtualized NTN infrastructure observability tools: navigate Grafana dashboards, learn and use custom in-house tooling capabilities, run kubectl commands to assess pod health, and correlate OSS alarms with underlying infrastructure events. • Build domain depth progressively across the first 12 months; the Senior NRE role is a structured development track toward Staff NRE and Principal NRE, where independent incident command and domain ownership are the primary accountabilities.