Skylo is hiring a Senior Network Reliability Engineer, Incident Management

Responsibilities

• Incident Command & Bridge Coordination
• Serve as the central command point during all network degradations, service disruptions, and subscriber-impacting events — open the bridge, initiate the incident management process, and maintain command from first alert through full-service restoration.
• 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.
• Prioritize incidents according to urgency and business impact — classify severity accurately using alarm signatures, subscriber impact data, and domain KPI telemetry from available OSS systems.
• Escalate to subject matter experts in Operations and Engineering teams when critical or time-sensitive resolution is required — provide full technical context, a structured problem statement, and a documented timeline so the escalation recipient can act immediately.
• 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 — maintain readiness, monitor enhanced alert thresholds, and be the 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 close 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; ensure 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 track availability metrics and flag 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 participate in the Service Assurance and Automation domain, 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; Mountain View and Bengaluru shifts cover their respective regions — maintain 24×7 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 — coordinate without creating confusion by maintaining a single source of truth on the bridge.
• Engage appropriate stakeholders based on incident signature, subscriber impact, and domain ownership — avoid over-escalation and under-escalation with disciplined severity classification.
• 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 — document 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.
• Understand 5G Core network function roles (AMF, SMF, UPF, NRF, PCF, SEPP) at a level sufficient to classify an alarm, identify subscriber impact, and escalate with technical context.
• Operate virtualized NTN infrastructure observability tools: navigate Grafana dashboards, ability to 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.

Requirements

• 5–10+ years of experience in telecom/wireless operations, network operations, or NRE in a production 24×7 environment.
• Demonstrated ability to independently manage incident bridge calls: open the war room, maintain bridge discipline, drive to resolution, and produce a structured incident record.
• Strong understanding of telecom network environments and 5G functional components — sufficient knowledge of RAN (CUSM, eCPRI, PTP/SyncE), 5G Core (AMF, SMF, UPF), and Cloud/OSS to triage intelligently and escalate with context.
• Incident and outage management expertise: ability to prioritize by urgency and impact, manage multiple simultaneous events, and operate effectively under high-pressure 24×7 conditions.
• Hands-on experience with at least one observability platform: Grafana dashboards, Prometheus alerting, Loki log queries, or equivalent — able to independently navigate to relevant signals during an active incident.
• Kubernetes operational literacy: able to run kubectl get pods, describe a failing pod, read container logs, and identify health issues at the level needed to triage and escalate a platform-layer incident.
• Structured written communication: capable of producing clear incident timelines, executive stakeholder updates, and post-incident summaries under time pressure.
• Ticketing system proficiency (Jira, ServiceNow, or equivalent): incident lifecycle management, escalation workflows, and backlog hygiene.
• On-call tooling experience (PagerDuty or equivalent): alert acknowledgement, escalation policy management, and on-call scheduling.
• Ability to span departments and build strong working relationships with RAN, Core, Cloud, Engineering, and external partner teams to drive joint incident resolution.

Nice to Have

• Prior experience in a satellite, NTN, or space-to-ground connectivity operational environment.
• Experience with OSS/BSS platforms: FCAPS alarm management, event correlation, SNMP trap handling, or EMS integration.
• Familiarity with 3GPP NAS/NG-AP signaling flows, RRC state machine, or IMSI lifecycle procedures.
• ITIL Foundation certification or demonstrated practical application of ITIL incident, problem, and change management processes.
• Scripting ability in Python or Bash — sufficient to automate repetitive operational tasks, parse log output, or build quick diagnostic utilities.
• Experience supporting hypercare operations, major network launches, or high-risk change windows.
• Exposure to closed-loop automation frameworks or service assurance platforms used in network operations.

Benefits

• Competitive compensation packages including a stock option based equity program
• Comprehensive benefits plans
• Monthly allowances for wellness and education reimbursement
• A generous time off policy, holidays, and the opportunity to temporarily work abroad
• Once-in-a-lifetime opportunity to be part of developing and running the world’s first commercial, live direct-to-device satellite network and service
• Access to a world-class team and talent across tech domains: software, hardware, chipsets, telecom, satellite and network virtualization
• Open, transparent, inclusive culture that blends Silicon Valley, Nordic and South Asia characteristics

Work Arrangement

Remote (Worldwide) — Mountain View, Espoo, Bengaluru

Additional Information

• 24×7 incident response function
• Global follow-the-sun on-call rotation
• Shift operations across Mountain View, Espoo, Bengaluru
• Must participate in on-call rotation
• Maintain 24×7 continuous coverage
• Shift handoff hygiene required
• Support planned maintenance and change windows
• Build domain depth progressively across the first 12 months
• Structured development track toward Staff NRE and Principal NRE