Incident Manager

Movius is revolutionizing the way businesses communicate. We are the leading global provider of secure, cloud-based mobile communications. Our MultiLine™ solution enhances workflows, resolves compliance gaps and unifies cross-channel messaging. Movius AI-powered solutions enable businesses to build strong and lasting relationships with their customers in a company-owned, controllable system. In today’s on-the-go world, wave goodbye to excessive hardware costs and IT overhead. Welcome to Phone 3.0™.

Headquartered in Alpharetta, GA, with offices in Bangalore, India, and London, Movius partners with leading global wireless carriers like T-Mobile, BT, Singtel & more. To learn more about Movius, visit www.movius.ai.

Job Summary

To respond and resolve the critical incidents within Movius and Clients’ networks to handle the shift overseeing business operations, delegating tasks to team members and resolving problems that occur on their shift

Key Duties & Responsibilities (in Decreasing Critical Emphasis Order)

Support customers daily in isolating, diagnosing, reproducing and solving technical issues in a timely manner.

Skilled at deciphering technical information on fault tickets and route tickets to appropriate team to resolve.

Prepare Ticket Status reports weekly to review during weekly Service Reviews calls with enterprise customers.

Take swift action in helping to restore a failed Service, including facilitating live troubleshooting sessions, and preparing or tracking RCAs for customers.

Provide L2/L3 level support to customers in isolating, diagnosing, reproducing, and solving technical issues in a timely manner.

Understand customers SLA requirements and drive results to achieve objectives.

Monitor Support team workload by reassessing, reassigning and prioritizing tickets, as necessary, to ensure SLA goals are met.

Work cross-functionally with other teams, ie. Engineering, SRE, Global Number Management, Finance to drive resolution on Incidents tickets and Service Requests.

Have a strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.

Provide accurate, relevant, and detailed ticket updates to customers on a consistent basis.

Qualifications/Skills/Abilities

Minimum Requirements:

Bachelor’s degree

Experience (type & duration) 5+ years technical and customer-facing experience in supporting Global Enterprise accounts.

Skills

In depth knowledge of Linux and troubleshooting skills

Knowledge of Wireshark, SMS and TCPdump

Networking Concepts

PSQL/SQL Knowledge

Qualifications/Skills/Abilities

Preferred

Masters

Experience (type & duration)

Hands on experience with MySQL or PgSQL, Mongo DB

Knowledge of CLOUD based operations.

Hands on experience on Telco Call flows (MO & MT) / VoIP and Telecom networking protocol

Strong previous experience with various telecom technologies, including knowledge of hosted and SIP technologies - SIP Error Codes/Methods

SDP / RDP knowledge