Senior Manager of Advanced Enterprise Product Support Engineering, T-Mobile

T-Mobile

Location:

United States, Overland Park ▼

New York

Frisco

Herndon

Bellevue

Category:

IT - Administration

Contract Type:

Employment contract

Salary:

131700.00 - 237500.00 USD / Year

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Job Description:

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 Responsibility:

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

Requirements:

Bachelor's Degree Computer Science, Engineering, or Information Technology
Master's/Advanced Degree Computer Science or Data Science
7-10 years Leading ITIL Incident Management activities in a telecommunications environment
7-10 years Managing cross-functional teams in engineering or product support roles
More than 10 years Developing and implementing troubleshooting protocols for wireless, wireline, satellite connectivity, and LAN/WAN environments
More than 10 years Experience in designing, implementing, and supporting cellular core and RAN networks, as well as wireline networks (i.e MPLS, SDWAN)
Leadership Ability to lead and manage a team of engineering experts
Problem Solving Expertise in identifying, diagnosing, and resolving complex network and product issues
Cross Functional Relationships Proficiency in collaborating with various departments and stakeholders
Technical Leadership Strong technical acumen in wireless, wireline, satellite connectivity, and LAN/WAN environments
System Infrastructure Expertise: Advanced knowledge of cellular infrastructure
Cloud Applications Working knowledge of hyperscaler (AWS, Azure, GCP etc) infrastructure
APIs Deep knowledge of how APIs work (REST and SOAP)
Cellular Roaming (Domestic/Int’l): Advanced knowledge of domestic and international cellular roaming
Troubleshooting Advanced knowledge and experience performing flow/packet analysis using tools such as Wireshark, tcpdump, SolarWinds, NetScout etc)
Voice Technologies: Expertise in VoLTE and VoNR
Cellular Modules, Protocols and SIM Knowledge: In-depth knowledge of how cellular modules work
Strategic Thinking Capability to develop strategic approaches to maintain and enhance the reliability and stability of product offerings
Telecommunications In-depth knowledge of the telecommunications industry
Customer Satisfaction Focus on delivering exceptional service and resolving issues efficiently
Change Management Ability to manage and implement change within the team and processes
Vendor Management Skills in managing external vendors and partners
Analytics Utilize data analytics to assess product performance and identify areas for improvement
ITIL Expert Certification
Certified Information Systems Security Professional (CISSP)
Cisco Certified Network Professional (CCNP)
At least 18 years of age
Legally authorized to work in the United States

Nice to have:

Cloud Applications Working knowledge of hyperscaler (AWS, Azure, GCP etc) infrastructure
APIs Deep knowledge of how APIs work (REST and SOAP)
Troubleshooting Advanced knowledge and experience performing flow/packet analysis using tools such as Wireshark, tcpdump, SolarWinds, NetScout etc)
Voice Technologies: Expertise in VoLTE and VoNR
Change Management Ability to manage and implement change within the team and processes
Vendor Management Skills in managing external vendors and partners
Analytics Utilize data analytics to assess product performance and identify areas for improvement
ITIL Expert Certification
Certified Information Systems Security Professional (CISSP)
Cisco Certified Network Professional (CCNP)

What we offer:

Competitive base salary and compensation package
Annual stock grant
Employee stock purchase plan
401(k)
Access to free, year-round money coaches
Medical, dental and vision insurance
Flexible spending account
Paid time off
Up to 12 paid holidays
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
Voluntary long-term care insurance
Mobile service & home internet discounts
Pet insurance
Access to commuter and transit programs

Additional Information:

Job Posted:

April 05, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Senior Manager of Advanced Enterprise Product Support Engineering