Resident Engineer – Dedicated to Xplore
The anticipated position will be a Resident Engineer dedicated to supporting our customers network. This individual will serve as the primary technical and operational point of contact for the customer, ensuring network performance, issue resolution, and coordination between Ceragon, the customer and third-party service providers.
Key Responsibilities:
- Manage day-to-day technical engagement and operational support for Xplore.
- Oversee fault management processes, including ticket triage, prioritization, and tracking.
- Provide first-line incident management and coordinate with Ceragon Technical Support teams to drive timely issue resolution.
- Assist in troubleshooting and resolving network-related issues across the Xplore network.
- Escalate complex incidents to Tier 2 and Tier 3 support teams as required.
- Coordinate and manage third-party field technicians and tower crews for maintenance, repairs, and network upgrades.
- Oversee dispatch activities and ensure timely completion of field service work.
- Monitor overall network performance and proactively engage with the Xplore Network Operations Center (NOC) to address service-impacting issues.
- Plan, coordinate, and oversee software and firmware upgrades across the network.
- Develop and maintain strong working relationships with Xplore personnel and third-party service providers.
- Track operational metrics, provide status updates, and ensure adherence to service-level commitments.
- Act as a trusted technical advisor and advocate for Xplore, driving operational excellence and customer satisfaction.
Preferred Qualifications:
- Experience in wireless telecommunications, microwave networking, network operations, or managed services environments.
- Strong understanding of fault management, incident management, and network troubleshooting.
- Experience working directly with customers in a resident engineer or customer-facing technical support role.
- Experience managing third-party vendors, field technicians, and tower crews.
- Excellent communication, problem-solving, and relationship management skills.
- Ability to work independently while coordinating across multiple teams and stakeholders.
This role is critical to ensuring the ongoing reliability, performance, and operational success of the customers network while strengthening the partnership between the customer and Ceragon.