Service Management L2 Engineer

Turkish Aerospace Industries, Inc.; United States; On-site; USD 70,000 - 90,000; Full time

Job summary

A leading aerospace and defense company in the United States is seeking a Service Management L2 Specialist / Resident Engineer to enhance service delivery for its customers. This role involves monitoring service levels, analyzing performance degradation incidents, and resolving escalated issues. The candidate will work onsite, supporting operations and maintenance engineering activities, and will be responsible for establishing processes to improve network visibility and training customer personnel for operational excellence.

Responsibilities

• Monitor service levels and analyze incidents related to performance degradation.
• Establish documented processes to improve network visibility.
• Enhance outage management workflows and define provisioning standards.

Job description

The Service Management L2 Specialist / Resident Engineer plays a critical role in maintaining and improving service delivery for Nokia customers. They monitor service levels, analyze incidents related to performance degradation and recurring complaints, and resolve escalated issues requiring advanced expertise. Working onsite at the customer’s location, the Resident Engineer interfaces with NOC personnel to support operations and maintenance engineering activities. Key responsibilities include establishing documented processes to improve network visibility, enhancing outage management workflows, and defining IP/MPLS provisioning standards to reduce fault restoration timelines. The role also involves evaluating customer skillsets and delivering tailored training to ensure long-term operational excellence.