Sr Manager, TIER 4 Advanced Enterprise Support Engineering

Company: T-Mobile USA, Inc.
Location: New York
Posted on: February 17, 2025

Job Description:

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

Job Overview
The Senior Manager of Advanced Enterprise Product Support Engineering at T-Mobile is a critical leadership role responsible for overseeing a team of product engineering experts in resolving complex network, platform and product issues to ensure optimal customer satisfaction. This position plays a pivotal role in managing and guiding ITIL Incident Management activities, collaborating with cross-functional teams, and enhancing product quality through effective troubleshooting and innovative solutions. The role requires a deep understanding of various technologies across wireless, wireline, and satellite connectivity, as well as LAN and WAN environments. By providing advanced technical support and maintaining strong partnerships with internal and external stakeholders, this leader ensures the stability and reliability of T-Mobile's product offerings. Ultimately, this role contributes significantly to the company's commitment to delivering exceptional service and maintaining a competitive edge in the telecommunications industry.

Job Responsibilities:

• Oversees a team of engineering experts in resolving complex network and product issues to ensure optimal customer satisfaction
• Manages and guides ITIL Incident Management activities to maintain service quality and efficiency
• Collaborates with cross-functional teams to enhance product quality and resolve technical challenges
• Develops innovative solutions to improve the stability and reliability of product offerings
• Maintains strong partnerships with internal and external stakeholders to support business objectives
• Ensures adherence to technical standards and compliance with regulatory requirements in all project implementations Education:
• Bachelor's Degree Computer Science, Engineering, or Information Technology (Required)
• Master's/Advanced Degree Computer Science or Data Science (Preferred) Work Experience:
• 7-10 years Leading ITIL Incident Management activities in a telecommunications environment (Preferred)
• 7-10 years Managing cross-functional teams in engineering or product support roles (Required)
• More than 10 years Developing and implementing troubleshooting protocols for wireless, wireline, satellite connectivity, and LAN/WAN environments (Required)
• More than 10 years Experience in designing, implementing, and supporting cellular core and RAN networks, as well as wireline networks (i.e MPLS, SDWAN) (Required) Knowledge, Skills and Abilities:
• Leadership Ability to lead and manage a team of engineering experts, fostering a collaborative and innovative work environment. (Required)
• Problem Solving Expertise in identifying, diagnosing, and resolving complex network and product issues to enhance customer satisfaction. (Required)
• Cross Functional Relationships Proficiency in collaborating with various departments and stakeholders to ensure seamless operations and effective incident management. (Required)
• Technical Leadership Strong technical acumen in wireless, wireline, satellite connectivity, and LAN/WAN environments to guide advanced support initiatives. (Required)
• System Infrastructure Expertise: Advanced knowledge of cellular infrastructure, inclusive of LTE, 5G (NSA and SA), and how all the elements interact; IP and backbone networks, along with associated routing protocols necessary for its function (i.e BGP); CoS/QoS mechanisms in both wireless and wireline infrastructures; security principles and best practices; including general configurations of firewalls, VPN concentrators, and IPS systems; cellular signaling flows and their functions, specifically relating to SIP, RTP, Diameter etc (Required)
• Cloud Applications Working knowledge of hyperscaler (AWS, Azure, GCP etc) infrastructure (Preferred)
• APIs Deep knowledge of how APIs work (REST and SOAP) and be able to setup test sandboxes to leverage & test APIs, as well as the troubleshooting of API issues inclusive of authentication (OAuth, JWT) (Preferred)
• Cellular Roaming (Domestic/Int'l): Advanced knowledge of domestic and international cellular roaming, both 4G and 5G, inclusive of key items such as SIM provisioning, authentication procedures and protocols, carrier selection, and handover, as well as familiarity with roaming standards such as IR.21 (Required)
• Troubleshooting Advanced knowledge and experience performing flow/packet analysis using tools such as Wireshark, tcpdump, SolarWinds, NetScout etc) (Preferred)
• Voice Technologies: Expertise in VoLTE and VoNR, inclusive of identification of complex issues relating to call setup, dropped calls and reduced call quality (Preferred)
• Cellular Modules, Protocols and SIM Knowledge: In-depth knowledge of how cellular modules work (i.e Thales, Cemtech, Telit etc), inclusive of their respective features, interaction via AT command sets, and over the top management of said modulesWorking knowledge of key IoT protocols such as MQTT and CoAP and how they interact with IoT devices and cloud platforms; eSIM/remote sim provisioning and SIM profile management; Experience with how software development works and how cellular modules are integrated into software stacks and applications, specifically through key interfaces such as USB, SPI, UART etc); IoT focused cellular infrastructure, specifically LTE-M and NB-IoT, with knowledge of 5G RedCap functions and differentiators (Required)
• Strategic Thinking Capability to develop strategic approaches to maintain and enhance the reliability and stability of product offerings. (Required)
• Telecommunications In-depth knowledge of the telecommunications industry to drive continuous improvement and maintain competitive advantage. (Required)
• Customer Satisfaction Focus on delivering exceptional service and resolving issues efficiently to ensure high levels of customer satisfaction. (Required)
• Change Management Ability to manage and implement change within the team and processes to adapt to evolving business needs. (Preferred)
• Vendor Management Skills in managing external vendors and partners to support business operations and technology solutions. (Preferred)
• Analytics Utilize data analytics to assess product performance and identify areas for improvement. (Preferred) Licenses and Certifications:
• ITIL Expert Certification: Certification that demonstrates advanced knowledge in ITIL practices, focusing on ITIL Incident Management which is crucial for this role. (Preferred)
• Certified Information Systems Security Professional (CISSP) Certification that indicates expertise in information security, which is essential for managing the security aspects of network and product support in a telecommunications environment. (Preferred)
• Cisco Certified Network Professional (CCNP): Advanced certification that validates the ability to plan, implement, verify and troubleshoot local and wide-area enterprise networks and work collaboratively with specialists on advanced security, voice, wireless and video solutions. (Preferred)
  
  --- At least 18 years of age
  --- Legally authorized to work in the United States
  
  Travel:
  Travel Required (Yes/No):No
  
  DOT Regulated:
  DOT Regulated Position (Yes/No):No
  Safety Sensitive Position (Yes/No):No
  
  Base Pay Range: $131,700 - $237,500
  
  Corporate Bonus Target: 20%
  
  The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.
  
  At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here .
  
  At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com .
  
  Never stop growing!
  As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!
  
  T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
  
  Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500 . Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.

Keywords: T-Mobile USA, Inc., New York , Sr Manager, TIER 4 Advanced Enterprise Support Engineering, Engineering , New York, New York