Analyst Service Assurance

Job Description

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.

The ideal candidate will have a strong background in telecom network architecture, protocols, hardware and software, along with proven analytical capabilities and proficiency in Microsoft Office tools. This position is ideal for someone who thrives in a data-driven, fast-paced environment and is passionate about improving operational performance.

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.

Qualifications

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.

SOC 2 Compliance

This role plays a key part in upholding AireSpring’s commitment to data security and operational integrity. As part of the Service Assurance team, the Analyst will be expected to adhere to all  SOC 2 Trust Services Criteria , particularly around security, availability, and confidentiality. Responsibilities include maintaining proper documentation, ensuring data is handled in a secure and compliant manner, and supporting audits and reviews as needed. Maintaining SOC 2 compliance is a shared responsibility, and this position is critical to meeting those standards in our operations and reporting practices.

Additional Information