Director, Incident Management

The role

The Director, Incident Management will establish and lead the incident management function within Telco Service Assurance. This person will manage the incident management process, standards, and operating model for the Non-Terrestrial Network.

What you will do

• Establish Incident Management as a formal function, defining vision, process, operating model and standards.
• Lead and develop Incident Managers and E2E Engineers across the US and India.
• Ensure all incidents and engagements with the NOC are managed in Jira.
• Define the Jira Service Management structure and escalation paths.
• Set acknowledgment and resolution timeframes and manage escalations.
• Monitor Jira dashboards and track tickets to resolution.
• Serve as the executive escalation point for critical and network-wide outages.
• Inform NOC teams of known incidents, changes and defects.
• Run the daily pass failure review.
• Define and report network and incident KPIs through dashboards.

Required qualifications

• Bachelor’s degree in Telecommunications, Electrical Engineering, Computer Engineering or a related field
• 12+ years of experience in telecom network operations or service management
• At least 5 years in incident or problem management
• 3 years leading managers or multi-team organizations
• Proven track record of running incident management for 24/7 operations and achieving availability and SLA targets
• Extensive experience leading major incident management, including escalation and executive communication
• Expert knowledge of ITIL and operational governance frameworks
• Hands-on experience with Jira Service Management or a comparable ITSM tool
• Broad technical knowledge of mobile networks (4G LTE, 5G NR), transport, IP and core network architecture
• Experience defining KPIs and building dashboards for incident and network performance
• Experience managing teams across several countries and time zones
• Ability to be reached outside business hours to act as the executive escalation point for critical outages

Nice to have

• Master’s degree
• Experience with satellite networks, ground segment operations or Non-Terrestrial Networks (NTN), including direct-to-device services
• Experience building or transforming an incident management function in a high-growth environment
• Experience working with multiple partner MNOs and multi-vendor environments across international regions
• Background in automation, AIOps and observability platforms
• Certifications such as ITIL v4 Strategic Leader, PMP or executive leadership training

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan with Company Match
• Company-Paid Short-Term Disability (STD) and Long-Term Disability (LTD) Insurance
• Company-Paid Life and Accidental Death & Dismemberment (AD&D) Insurance
• Health Savings Account (HSA) and Flexible Spending Account (FSA) Options
• Employee Assistance Program (EAP)
• Voluntary Supplemental Benefits
• Paid Time Off (PTO) and Company Holidays
• Career Growth and Development Opportunities

About the company

AST SpaceMobile and its global partners are building the first and only space-based cellular broadband network to be accessible by standard smartphones. The network is designed to provide connectivity at 4G/5G speeds everywhere on the planet.