* 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: Wednesday thru Saturday 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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