Principal Service Engineer

Job Description – Principal Engineer Mission Control Operations

About the Role

We are looking for a highly motivated and experienced Principal Engineer to join the Mission Control Operations team. This role will be responsible for managing critical incidents, supporting unified communication and network operations, driving operational improvements, and leading teams during high priority customer-impacting situations.

The ideal candidate should have strong experience in Incident, Change and Problem Management along with hands-on exposure to enterprise networking, unified communications, monitoring tools and customer operations. This role requires someone who can work in a fast-paced operational environment, take ownership during major incidents, and guide teams towards timely resolution and service restoration.

Key Responsibilities

• Lead and manage real-time operational incidents and escalations.
• Act as a primary escalation point for Tier 1/2/3 operational issues and impacting incidents.
• Coordinate with internal teams, vendors, security, engineering, and customer stakeholders during critical events.
• Support continuous monitoring, response, reporting, and recovery activities in a 24x7 operations environment.
• Analyze incidents, identify recurring issues, and drive corrective and preventive actions.
• Participate in threat investigation, event analysis, containment, and incident resolution activities.
• Ensure that Incident, Change, and Problem Management processes are followed as per ITIL standards.
• Prepare incident reports, RCA documentation, operational dashboards, and customer communication updates.
• Maintain proper operational documentation, process updates, and knowledge articles.
• Review operational risks, vulnerabilities, and service gaps and work towards service improvement initiatives.
• Support audit and compliance requirements, including operational reporting and documentation activities.
• Work closely with cross-functional teams to improve operational efficiency and customer experience.
• Create run books and conduct business continuity exercises to handle crisis situations.  
• Create knowledge base articles for known issues.  
• Perform trend analysis, identify patterns, and improve the MTTR.  
• Mentor and guide engineers within the operations team and support overall team development.
• Demonstrates a strong command of cybersecurity challenges, proactively addressing threats with confidence, precision, and effectiveness.
• Handle high-pressure situations effectively while maintaining operational stability and customer communication.
• AI & ML Knowledge to streamline the activities to mature the Mission control process.

Technical Skills & Experience

•  7-10 years of experience in Network Operations, Incident Management, Mission Control, Unified Communications, or Enterprise Support environments.
• Good understanding of ITIL processes including Incident, Change, and Problem Management.
• Hands-on experience with enterprise telephony and unified communication environments.
• Experience working with monitoring and event management tools.
• Strong troubleshooting, analytical, and incident coordination skills.
• Ability to create clear operational reports, technical documentation, and communication.
• Prior experience handling customer escalations and managing operational incidents in enterprise environments.
• Exposure to Cyber Security operations, governance, risk and compliance activities will be an added advantage.

Leadership Expectations

• Lead by example during operational incidents and critical customer & Crisis situations.
• Support and guide team members in day-to-day operational activities.
• Help drive accountability, ownership, and operational discipline within the team.
• Assist in workload management, shift coordination, and operational planning activities.
• Encourage collaboration across operations, engineering and service delivery teams.
• Contribute towards process improvements, automation opportunities and operational best practices.

Qualifications

• Bachelor's degree in computer science, Information Technology, Electronics, or related field.
• -Strong verbal and written communication skills. Assertive and drive leadership communication.
• Ability to work independently and make decisions during high-pressure operational situations.
• Strong attention to detail and documentation practices.
• Customer-focused mindset with good stakeholder management skills.

Providencene
Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.
Contact our Integrity hotline also, read our Code of Conduct.
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