Analyst Service Assurance

Job Description

Position Overview We are seeking a Service Assurance Analyst to join our high-performing Service Assurance team. This role is crucial to maintaining the efficiency and effectiveness of our repair center operations. The Analyst will be responsible for reviewing ticket histories, identifying recurring issues, analyzing data, and delivering insights that drive continuous improvement and support the AireSpring Advantage. The ideal candidate will have a strong background in telecom network architecture, protocols, hardware and software, along with proven analytical capabilities and proficiency in Microsoft Office tools. This position is ideal for someone who thrives in a data-driven, fast-paced environment and is passionate about improving operational performance. Key Responsibilities Collaborate with internal teams and external partners to investigate and resolve complex telecom issues and chronic troubles. Analyze ticket histories to identify recurring patterns and chronic problems; develop reports and insights to improve network performance. Develop and deliver Root Cause Analysis (RCA) reports with actionable recommendations to prevent repeat issues. Generate and maintain internal reports, including performance metrics, KPIs, and team-level dashboards. Deliver monthly executive reports showcasing Service Assurance performance against KPI objectives. Use tools such as Excel Pivot Tables and data visualization to support operational decisions. Mentor and provide feedback to team members on best practices in telecom operations and troubleshooting. Stay informed on emerging telecom technologies and evolving industry standards. Support and help implement new telecom projects and continuous improvement initiatives. Coordinate with Tier 1, Tier 2, and Firewall teams to ensure optimal scheduling and shift coverage. Manage headcount forecasting and staffing levels to ensure adequate coverage across all Service Assurance functions. Bachelor s degree in Information Technology, Project Management, or a related field or equivalent professional experience. Proven experience in a telecom analyst or similar operational support role.