This position is eligible to work in a hybrid work model (combination of in-office and remote days). *JOB SCOPE Perform reactive monitoring of all core level telephone, IP and Video elements within network facilities. Also responsible for vendor engagement. Work to provide enterprise-wide Tiered support on converged distribution and access network elements and connections as needed. Under supervision provides support for services and other products.
DUTIES AND RESPONSIBILITIES
Responsible for initial triage, escalation, and resolution of network troubles. Actively and consistently support all efforts to simplify and enhance the customer experience.
Perform basic network operations functions such as monitoring information on all sites and back haul, identifying deterioration of components and dispatching / assisting field personnel with repairs.
Identify, notify, and escalate network issues.
Respond to network alarm with the primary focus to discover and resolve customer-impacting issues before customers recognize impact to their services.
Process equipment return and analysis request for failed hardware.
Compose and send outage notifications, alerts and inform a wide audience (including executives) of high-risk network events and major customer-impacting incidents.
Act as a technical escalation for the ESM NOC, CB Care, TTM, and Day of Job organizations.
Respond to emails from internal groups and external vendors pertaining to a wide range of customer-facing issues.
Escalate customer-impacting and install-impacting (new revenue) major incidents to verticals for each line of business, technology product, critical network facility, and service delivery platform.
Under supervision, manages outage bridges to drive quick resolution to customer-impacting issues. Handles incoming trouble calls.
Work closely with engineering, field technicians, marketing and vendors to resolve service issues.
Escalate /Resolve network problems/faults to appropriate parties.
Tracks and updates problems in the trouble ticketing system.
Monitor traffic pattern to identify potential problem areas and escalate to take corrective action to implement short term adjustments as well as refer chronic problems to Engineering for permanent resolution.
Identify alarm correlations and appropriate response actions for future automation.
BASIC / MINIMUM QUALIFICATIONS
Bachelor's degree in computer science, Engineering or related field, and / or equivalent work experience
Minimum one (1) year experience in a Network Operations Center, Troubleshooting and/or Surveillance environment (includes internships and similar work experience)
Must be able to work the following shift: Thursday thru Sunday from 9PM - 7:30AM
ADDITIONAL JOB REQUIREMENTS
Understanding of Network Operations
Able to perform job function at competency levels.
Capable of effectively working in a team environment, this includes internal / external clients, various operation support groups, vendors, carriers in order to utilize all network tools and resources to resolve the majority of trouble tickets assigned.
Basic knowledge of topology, platforms, and protocols for IP, Voice, Video networks, network operations tools such as MARS, Netcool, D.R.U.M., Hammer, Tekmark Provisor, Everstream, WebTop, Remedy, xMatters
WORKING ENVIRONMENT
24 X 7 X 365 Network Operations Center Environment
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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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