Full-Time Analyst Service Assurance

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.

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.
• Maintain SOC 2 compliance.

Requirements

• 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.
• Strong analytical and critical thinking skills with a data-driven approach.
• Proficiency in Microsoft Office, especially Excel (Pivot Tables, Charts, etc.).
• Solid understanding of telecom infrastructure, network protocols, transport methods, and troubleshooting tools.
• Excellent written and verbal communication skills.
• Strong attention to detail, time management, and organizational skills.
• Ability to work both independently and collaboratively in a team-oriented environment.

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