NextGen | GTA: A Kelly Telecom Company · 23 hours ago
Engineering Manager
Philadelphia, PA
Full-time
Onsite
Mid, Senior Level, Lead/Staff
10+ years expNextGen is a Kelly Telecom Company seeking an experienced Engineering Manager for a hands-on role focused on MVNO operations. The Engineering Manager will oversee incident triage, root cause analysis, and partner coordination to enhance customer experience and resolve service issues.
ConsultingHuman ResourcesStaffing Agency
Hiring Manager
Poonam Varma
Responsibilities
Monitor and triage network and device-related incidents impacting MVNO customers
Handle escalations requiring customer-facing technical troubleshooting
Collect and analyze device logs and customer/network logs to determine root cause
Perform root cause analysis for:
Provisioning failures
SIM/eSIM activation issues
Device compatibility problems
Collaborate with MNO, OEM, and MVNE partners to resolve escalated issues quickly
Analyze network KPIs and device logs to identify trends and prevent recurring issues
Work closely with customer support teams to provide technical guidance and improve first-call resolution
Document triage workflows and maintains a knowledge base of common issues and fixes
Recommend process improvements and automation opportunities to enhance customer experience
Support new device onboarding and certification for MVNO compatibility
Qualification
Required
Strong telecom background (wireless preferred)
Bachelor's degree with 10+ years of experience
Experience supporting iOS and Android devices
Familiarity with provisioning systems / MVNO environments
Experience with ticketing systems such as Jira and/or ServiceNow
Ability to create operational reporting and issue trend dashboards
Strong troubleshooting, analytical, and customer-impact mindset
Preferred
Prior MVNO support experience
Experience working directly with carrier partners and device OEMs
Strong communication skills (technical + customer-facing)
Benefits
Health, Dental and Vision Benefits
Short/Long Term Disability and Critical Care/Illness Protection
Life Insurance and Retirement Plans
Employee Assistance Program
Company
NextGen | GTA: A Kelly Telecom Company
As part of KELLY’s SETT (Science, Engineering, Technology, and Telecom) Business Unit, we are committed to providing state-of-the-art digital infrastructure and telecom engineering solutions for legacy, 5G, and private networks.
501-1000 employees
H1B Sponsorship
NextGen | GTA: A Kelly Telecom Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (25)
2024 (23)
2023 (19)
2022 (16)
2021 (9)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Steven Edwards
Vice President, Chief Financial Officer
Rashid Iqbal
Executive Vice President & Chief Growth Officer
Company data provided by crunchbase