Specialist, Real Time Operations

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Job Overview
This skilled role provides lawful intercept (electronic surveillance) compliance pursuant to 47 USC 1001 - 1010 for T-Mobile US, Inc. in a 24/7/365 call center environment. The incumbent analyzes, processes and responds to legal demands received from law enforcement agencies for real-time network or location surveillance and customer records and coordinates the statutorily mandated reimbursement for providing that service. S/he performs remote implementation and maintenance of court ordered electronic surveillance (i.e., wiretap, pen register/trap and trace) and handset location tracking. The Specialist, Real Time Operations supports the Program Manager, LER Systems, Network Engineers and others to perform testing and troubleshooting of network interception systems. The successful candidate will support compliance activity governed by the National Security Agreement and therefore must be a U.S. citizen.

Job Responsibilities :

• Responds to complex legal demands involved in the investigation of major crimes and national security incidents by implementing and troubleshooting the interception of network elements using specialized LER systems. With little or no supervision interacts with state and federal law enforcement officers about the aforementioned network surveillance demands. Utilizes LER, Engineering and Customer Care systems according to predefined guidelines to code, compile, report and respond to records requests.
• Performs Tier 1 troubleshooting of highly technical network issues involving telephonic switches, servers and VPNs and assists Program Manager, LER Systems with testing, maintenance and implementation of network elements for compliance with company CALEA obligations.
• Responds to telephone calls and email communications that come into a call center-like queue from external sources as well as escalated calls on a regular basis from Subpoena Compliance/Case Management Specialists. Determines priorities relative to emergency issues. Responds as Tier 2/3 support for emergency phone calls.
• Provides leadership, guidance and mentoring to junior level specialists related to more complex processes. Assists in facilitating formal training programs for non Real-Time Operations, LER department Specialists to ensure knowledge transfer related to more complex or advanced technical activities within the department.
• May travel to represent TMUS in court as custodian of record on rare occasions or present to law enforcement audiences about TMUS technical and network capabilities.

Education and Work Experience :

• Bachelor's Degree OR combination of education and experience deemed equivalent (Required)
• 2-4 years Law enforcement, legal or LER-type (subpoena and court order compliance) experience reading and interpreting legal demands. (Preferred)
• 2-4 years Wireless Industry (Preferred)
• 2-4 years Call Center or Public Safety Answering Point experience. (Preferred)
• Less than 2 years Technical experience in network engineering or IT support. (Preferred)

Knowledge, Skills and Abilities :

• At least 18 years of age
• Legally authorized to work in the United States

T-Mobile requires U.S. citizenship for certain roles within the organization. This role requires U.S. citizenship. Individuals hired into this role will be required to submit documentation proving U.S. citizenship within the first 7 days of hire - failure to do so will result in termination.


Travel :
Travel Required (Yes/No): Yes

DOT Regulated :
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $24.24 - $43.72

Corporate Bonus Target: 5%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location,

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing View email address on click.appcast.io or calling View phone number on click.appcast.io. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.