Regional Operations Center Specialist IV - Night Shift

JOB SUMMARY

Performs and directs advanced first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network surveillance, alarm and intake triage and correlation, collection and collation of key information, ticket/ SRO creation, dispatch, fix agent support and ticket/SRO resolution in all operational conditions regardless of complexity. Ensures the methods employed to restore services are effective, time-efficient and within company specifications. Established as subject matter expert for DOCSIS alarms, other telemetry sources, network topology and all related data sources, collection methods and definitions. Acts as the main technical point of contact to leadership during high volume/disaster recovery events. Provides technical escalation support for ROC Specialist I, II & III. Assists ROC analyst in interpreting data and information to identify performance trends within the HFC network. Acts as the primary interface for the ROC with other key boundary partners such as the Comm Desk, national NOC, Enterprise NOC, ISP and RCC. Acts as the regional POC with the National Change organization and supports fiber change de-confliction with the national change organization.

NIGHT SHIFT!!!

HOURS: Sunday-Wednesday 10PM-9AM

MAJOR DUTIES AND RESPONSIBILITIES

Performs all duties and responsibilities of a ROC Specialist III as needed.

Performs surveillance of HFC network using all applicable ROC systems, telemetry, alarms, topology, tools and other sources of information to identify network outages, impairments and other issues, document and prepare tickets and SRO's, engage the appropriate fix agents and minimize customer impact of any service interruption or network impairment and supports others performing this function.

Performs complex troubleshooting, analysis, triangulation and correlation of HFC network impairments and outage events in accordance with the Regional Operations Center (ROC) Playbook and supports others performing this function.

Reviews network performance indicators and develops an appropriate response for any valid trends, always considering the overall customer experience when developing a plan of action and supports others performing this function.

Proactively monitors telemetry and alarm patterns to identify persistent and intermittent problem areas, takes action to document, ticket and track to resolution. Works directly with the field leadership to coordinate resolution.

Performs notification and communication of incidents using established protocols and support systems as defined in the ROC Playbook or by the ROC management team and supports others performing this function.

Tracks and manages outages and impairments to resolution and manages HFC Change tickets in accordance with all guidelines and procedures described in the ROC Playbook and supports others performing this function.

Takes appropriate action and/or works with the appropriate teams to set up phone call deflection in the IVR and trouble call blocking for ROC-owned issues in accordance with ROC Playbook and supports others performing this function.

Manages conference calls during large, high profile, or complex events and in disaster recovery situations to ensure proper coordination.

In a fast paced environment and under all conditions including disaster recovery, prioritizes outages and impairments and provides direct fix agent support to minimize the resolution time of difficult outages or impairments in accordance with established standards.

Communicates and escalates issues and concerns pertaining to events and maintenances.

Escalates issues outside of the ROC and collaborate with others to resolve software and hardware issues.

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Excellent customer service and communication skills

Ability to meet all requirements and regularly perform all functions of the ROC Specialist III

Advanced knowledge of HFC network concepts, DOCSIS and end-user support principles

Ability to communicate professionally, effectively, and courteously with customers and coworkers using a variety of communication formats (email, chat, in-person, telephone)

Troubleshooting and/or problem solving skills to effectively analyze and troubleshoot complex HFC related issues by interpreting data outputs from multiple tools

Ability to work well with others as part of a team environment

Ability to effectively manage multiple projects simultaneously, including communications to internal and external customers, locating resources, setting priorities, and managing to SLAs

Ability to develop conclusions and offer solutions based on outputs from HFC network management tools

Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists

Advanced knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing industry concepts and issues

Knowledge of desktop computer hardware and software (e.g. monitoring tools) used to analyze network performance

Ability to use online knowledge systems and search for reference procedures and work aids (i.e. paperless resources)

Ability to write routine reports and correspondence as well as create or produce reports outlining specific trends in the HFC network to efficiently resolve plant issues

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Ability to distinguish and identify various colors to identify multiple alarm states in the tools and software utilized in the ROC environment

Ability to read and interpret HFC plant schematics/prints preferred

Education

Two-year degree or certificate with an emphasis in telecommunications or IT preferred

Completion of SCTE broadband and network maintenance related courses preferred

A+, N+, and/or MCSE or related certifications are preferred

Related Work Experience Number of Years

Cable/telecommunications experience (Field Ops, HFC plant 4+

troubleshooting or Maintenance Tech) experience

NOC, Dispatch, Call Center Tier or help desk support experience 4+

ISP and/or broadband environment support experience preferred

WORKING CONDITIONS

Office environment

Ability to work all shifts including evenings, weekends and some holidays (i.e. be able to support the department efforts 24/7/365)

EOE Race/Sex/Vet/Disability

Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: