NOC Operator I - Full-time

Job Description

The Network Operations Center is responsible for monitoring and response of service related issues impacting customers (external and internal) in order to expedite repair and minimize negative customer experience.   The Operations team also provides coordination of new technology and service deployment, new equipment acceptance, and configuration management.  

The Operations department is a 24/7 service provider for the organization.

The NOC Surveillance Operator I provides 24/7 surveillance for NOC and CLEC delivered mission critical services that support elements of the BHN enterprise.  These include, but are not limited to detection and isolation of switch, network, transport, or systems faults across multiple technologies in the DWDM, SONET, VOIP, UNIX, BTS, and various OSS platforms.  The NOC Surveillance Operator I utilizes all available OSS platforms to perform surveillance and isolate faults (Spectrum, Agilent, GeoProbe, MRTG, UniFied, and UniTee).   Additionally, the NOC Surveillance Operator I will maintain strong situational awareness of changes being performed throughout the core network through a solid change management process.

Scope of Services:

• High Speed Internet Access
• Voice Network
• Core IP Network
• Digital Video
• Video on Demand

Scope of Processes Supported:

• Fault Management
• Incident Management
• Problem Management
• Change Management

This position interfaces with NEO, Regional, Division and Corporate employees including, but not limited to, Executives, Directors, Managers, Engineers, Administrators and outside vendors to provide support of all products and services throughout the organization.  This position reports directly to the NOC Manager and has no supervisory responsibilities.

The following duty statements are illustrative of the essential functions of the job and do not include other non-essential or marginal duties that may be required. The company reserves the right to modify or change the duties or essential functions of this job at any time.

 

Principal Duties and Responsibilities

• Monitor core network/service equipment for outages and performance issues
• Perform equipment checks remotely using automated monitoring tools in accordance with established policies and procedures
• Isolate and identify root cause of faults for all core network related issues within scope
• Monitor all mission-critical backend environments
• Properly assess impact to core network/service and resulting impact to customers
• Proactively review operating conditions of the core delivery and parameters thereof to optimize element monitoring and to seek out potential customer impacting issues before occurring
• Report to onsite and on-call personnel issues which impact the core environment to expedite restoration effort
• Notify NOC management as required for escalation and notification support
• Notify identified business owners for mission critical issues as identified by service level management agreements contained within the NOC service catalog
• Establishing of NOC operations bridge for restoration effort with communication to required parties
• Maintain situational awareness of current events and maintenance affecting service delivery
• Validate change management to core network pre and post maintenance activity
• Perform alarm verifications on all core network/service elements
• Provide feedback to team and Management to improve best practices and procedures
• Perform other duties as assigned to support the continued success of self, team, department, and Company
• Correlate external trending to core network fault and facilitate timely restoration response.

• Expectations:

  • Ensure accuracy and completion of work performed and evaluate the effectiveness of results, in conjunction with team leads or management staff
  • Maintain a good working image to customers and the community with regard to personal presentation, communication, and caliber of work effort
  • Punctual, regular, and consistent attendance
  • Availability to work any shift in a 24/7/365 environment
  • Work in a strong team environment

  Working Conditions:

  Position requires flexibility in work schedule.  Work is normally performed in a typical interior/office environment.  Limited physical effort is required beyond long periods of standing, walking and sitting.

Required Skills

• Associates degree in a related field preferred; or equivalent work/military experience.
• 1 or more years of Network Operations Center experience preferred, along with 3 or more years technical experience in a telecommunications, network, cable, or related industry.
• Ability to handle multiple priorities in a fast-paced environment required
• Ability to take initiative and handle various tasks simultaneously while working efficiently, effectively, and independently under minimal supervision required
• Ability to process information accurately in order to follow directions and provide direction to others and possess skills necessary for decision making required
• Must have strong verbal, written, and interpersonal communication skills
• Sound ability to analyze issues 

• Proven experience and detailed knowledge in supporting Network protocols and networking technologies, HFC plant and system delivery, and VOIP platforms

Required Experience

Bright House Networks is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, disability or protected veteran status.