Technical Support and Service Reliability
• Provide Level 3 escalation support for complex DAS and in-building wireless incidents across CommScope ION-E/ERA, Corning ONE, SOLiD ALLIANCE, JMA TEKO, and comparable platforms.
• Diagnose and resolve faults involving RF performance, fiber and coaxial infrastructure, system hardware, software, and management connectivity.
• Support and troubleshoot private LTE and CBRS deployments, including Celona, Ericsson, Nokia, and comparable platforms, whether standalone or integrated with DAS environments.
• Own the full incident lifecycle in ServiceNow, including triage, diagnosis, escalation, vendor engagement, service restoration, and documented closure within applicable SLAs.
• Lead technical coordination with OEMs and carriers for advanced troubleshooting, equipment replacement, software defects, and service-impacting issues.
• Analyze system alarms, health data, and recurring incidents to identify degradation and recommend corrective action before further service impact.
• Validate monitoring coverage, alarm delivery, alert routing,



and escalation readiness with the monitoring and operations teams.
• Produce root cause analyses and after-action reports that document findings, corrective actions, and recommendations to prevent recurrence.

Planned Changes and Technical Coordination
• Prepare or review methods of procedure for firmware upgrades, configuration changes, and other planned maintenance. Address prerequisites, risk, configuration backups, rollback steps, and acceptance criteria.
• Execute approved maintenance activities within established change-control processes, including pre-change checks, post-change testing, and confirmation of service stability.
• Coordinate technical activities among remote engineers, field personnel, OEMs, carriers, and customer teams during troubleshooting, upgrades, and cutovers.
• Determine when onsite intervention is required, define the technical scope for dispatch, direct field troubles

📌 Sr DAS Support Engineer (Bengaluru)
🏢 Black Box
📍 Bengaluru