Penbrothers · 5 hours ago
CMaaS Analyst (Network Support)
United States
Full-time
Remote
New Grad, Entry LevelPenbrothers is an HR & remote talent management partner, and they are seeking a CMaaS Analyst to monitor, troubleshoot, and resolve connectivity-related incidents for client environments. The role involves managing CMaaS tickets, coordinating with telecommunications carriers, and ensuring timely restoration of network services for clients.
Outsourcing/Offshoring
Responsibilities
Manage new and existing CMaaS incidents as they appear on the ServiceNow incident board
Perform initial triage on received tickets, including manually pinging the Gateway IP to determine service availability
Continuously monitor active incidents to identify service restoration or changes in status
Contact carriers via phone, email, or carrier portals when services are confirmed down
Work directly with carriers to confirm outages, scheduled maintenance, and estimated time of restoration
Request remote power cycling of carrier-managed equipment when applicable
Coordinate and schedule on-site technician dispatches when required
Escalate issues appropriately when restoration timelines are extended
Provide timely and clear updates to clients through ServiceNow incident tickets
Notify clients of outages, maintenance windows, restoration timelines, and required client actions
Communicate scheduled technician dispatch dates and time windows
Send confirmation emails to clients once service is restored, including supporting ping results
Place incidents on hold when awaiting service restoration, scheduled dispatches, or client action
Align dispatch scheduling with client operating hours (typically Monday–Friday, 8:00 AM–5:00 PM EST)
Close incidents once connectivity is restored and client notification has been completed
Ensure ticket documentation is accurate, complete, and up to date throughout the incident lifecycle
Qualification
Required
Basic understanding of IP networking and connectivity concepts
Ability to perform network reachability tests (e.g., pinging Gateway IPs)
Familiarity with ServiceNow or similar ITSM platforms
Strong written and verbal communication skills
Ability to manage multiple incidents simultaneously
Customer-focused mindset with strong organizational skills
Preferred
Experience supporting WAN, ISP, or managed connectivity services
Prior experience in a NOC, Service Desk, or Managed Services environment
Experience coordinating carrier dispatches and outage management
Benefits
Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.
Company
Penbrothers
We are Penbrothers, your remote HR partner! We work with startups and SMEs worldwide, helping them build and scale their teams with talent in the Philippines at a fraction of the cost.
Founded in 2014
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase