Shift Customer Service Network Analyst
Core
Monitoring network alarms and alerts, diagnosing and resolving incidents for public safety communication products (Airwave, Guardian, Pronto) to ensure service continuity for blue light and public safety organizations.
Role type
Shift Network Operations Centre (NOC) Analyst
Builds
Incident resolution and service restoration for mission-critical public safety networks
Domain
Public Safety / Emergency Response Communications
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
incident management, network diagnostics, SLA adherence, emergency response vehicle deployment, security clearance eligibility, shift work adaptability, process improvement, stakeholder engagement, report generation, first-line fault resolution
Preferred skills
ITIL v4 Foundation, ServiceNow/Remedy experience, public safety communication technology background, previous shift work experience
Technologies
Network Management Tools, ServiceNow, Remedy, Emergency Response Vehicles (ERVs)
Responsibilities
Monitor network management tools for alarms and alerts; accurately log incidents with correct severity and impact; diagnose and resolve incidents within SLA; escalate jeopardized incidents; manage emergency response vehicle deployments; produce diagnostic reports; handle inbound/outbound customer service queries and complaints.
Seniority
Individual Contributor, operational level