Senior Network Reliability Engineer, Incident Management

Job description

The world still has coverage blind spots. You could help eliminate them at Skylo.   Skylo has pioneered a standards-based approach to satellite connectivity. We connect smartphones and IoT devices directly to satellites. No special hardware, no entirely new networks. Just billions of existing devices, suddenly reachable anywhere on Earth. We're not building toward this future. We're already in it.   Our direct-to-device service is live on millions of activated devices across five continents, covering more than 72 million square kilometers, in partnership with leading satellite operators, mobile network operators, Tier-1 chipset makers, and OEMs worldwide. And we're just getting started.   At the heart of it all is Skylo's commercial NTN vRAN: a 3GPP standards-based, cloud-native platform that seamlessly bridges terrestrial and satellite networks. It's the infrastructure that makes true anywhere, anytime connectivity possible.   When you join Skylo, you'll work at the intersection of three markets reshaping how the world stays connected: mass-market consumer devices, automotive, and industrial IoT. Enabling people outdoors and critical workflows in the world's most remote places.   This is a rare chance to work on technology that matters, at a company that's already proving it works HOW YOU WILL IMPACT SKYLO As a Network Reliability Engineer (NRE) for Incident Management in the Global Product Support & Customer Success organization, you are the operational nerve center of Skylo's 24x7 incident response function. You own the bridge, from first alert to full-service restoration. On a network where every subscriber is roaming over satellite, structured incident coordination directly determines whether millions of devices stay connected. You operate across all three Skylo hubs (Mountain View, Espoo, Bengaluru) and across every network domain: RAN, 5G Core, Cloud Infrastructure, and OSS, ensuring incidents are triaged, escalated, and resolved with speed and discipline. At Senior NRE level you independently command bridge calls for Sev 1-4 incidents, support subject matter experts as incident coordinator and function as the communication lead during Sev 1 events, drive the execution of runbooks without supervision, manage the full incident lifecycle end-to-end in the ticketing system, and continuously improve the procedures you operate against. You are not a ticket router, you are the structured coordinator who ensures every incident has a clear owner, a live timeline, and a documented resolution path. Assuring Skylo's network availability commitments to MNO partners and meeting SLA obligations is your primary measure of success. KEY RESPONSIBILITIES INCIDENT COMMAND & BRIDGE COORDINATION - Serve as the central command point during all network degradations, service disruptions, and subscriber-impacting events, opening the bridge, initiating the incident management process, and maintaining 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, classifying 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, providing full technical context, a structured problem statement, and a documented timeline. - 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, maintaining readiness and acting as 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 closing 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 de