Client Reference Code:
Assist NOC Tier 1, TAC, Charter Business, and field personnel with troubleshooting, support and maintenance of network elements and connections required to support Charter's revenue generating networks. Work to provide enterprise-wide tiered support on converged distribution and access network elements and connections as needed. May provide support for basic to moderate services and other products.
DUTIES AND RESPONSIBILITIES
Review NOC created tickets for accuracy and procedure compliance
Populate Scorecards for NOC employees and package feedback for easy consumption by employees and management
Identify process gaps or patterns of process failures
Provide feedback to the process and support team
Identify tools gaps or patterns of tool failures
Provide feedback to the tools and support team on success of tools and process launches
Act as a point of contact per center for all RCA questions and verifications, including DOA change request and package feedback for easy consumption by employees and management
Monitor the DOA JIRA Dashboards and package feedback for easy consumption by employees and management
Mentor to employees on NOC floor
Consistently support all efforts to simplify and enhance the customer experience
Implements approved methods of procedure.
Maintains and supports protocol compatibility standards, develops and implements network enhancements and makes recommendations for improvement.
Works on projects/ systems/issues of medium to high complexity surrounding network planning, configuration and optimization.
Works on one or more projects as a project team member
Validates problem descriptions and perform detailed problem diagnosis; track and update problems in trouble ticketing system.
Develops problem resolution procedures required to meet serviceability requirements.
Verifies alarms when needed; identify alarm correlations and appropriate response actions for future automation.
Maintains awareness of network activities affecting local elements.
Bachelor's Degree in Computer Science, Electrical Engineering or other related field or equivalent work experience
5 plus years Network implementation and support experience
5 plus years Network Operations Center (NOC) experience
7 plus years technical work experience in at least one of the following; switches and routers, Gateways and PSTN Links, DHCP, DNS, Servers, HFC Elements
ADDITIONAL JOB REQUIREMENTS
Understanding of IP, Video or Voice network fundamentals
Proficient knowledge of tunneling technologies such as L2 and L3 VPN's, security systems, methods and architecture
Knowledge of tunneling technologies such as L2 and L3 VPN's
Advanced knowledge in local and wide area networking communications
Ability to utilize packet analysis tools and be proficient at reading network packet streams
Advanced knowledge of hardware, network operating systems and troubleshooting skills
Knowledge of security features like PKI, VPN and Firewalls
Proficient knowledge of Switching and Routing Architectures
Ability to analyze network design, architecture, protocols, topology, configuration and provisioning platforms
Proficient knowledge of support systems for network management and element management systems
Proficient knowledge of protocols such as RIPv2, OSPF, OSPF-TE, IS-IS, IS-IS -TE, BGP, MPLS and SIP
Familiar with IT Service Management (relevant for Remedy), or Enterprise Systems Management (relevant for Netcool).
Exposure to software packages similar to Tivoli-Netcool and Remedy, or other alarming/ticketing platforms. Resolve or other automation software.
High level subject-matter experts with thorough Network Operations Center (NOC) experience
Subject Matter Expert (SME) on all Network Operations Center (NOC) tools and processes for Surveillance and Incident Management
Ability to provide continuous evaluation of the company's network infrastructure and initiate expansion or remediation projects to support growth and mitigate risks
Advanced knowledge of Hybrid Fiber Coax and DOCSIS/CMTS
Advanced knowledge of Transport Technologies CWDM, DWDM, SONET, T1, Ethernet and wireless technologiesJob Code :
TWCENW355 Network Engineer OperationsIII Exempt
Location/Region: Chesterfield, MO (US)