Charter Communications is America's fastest growing TV, internet and voice company. We're committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter's business strategy and it's the philosophy that guides our 90,000 employees.
Responsible for direction and oversight of the newly created Community Solutions Operations Center (CSOC). Ensure effective monitoring, support, and engineering of all Community Solutions Products and Services. Support network reliability, intelligence, and provide network change management to promote proactive network augmentations and maintenance to ensure reliability and prompt outage recovery. Oversee process of escalating outages and routing to appropriate fix agents. Ensure clear communication to our internal and external partners. Develop an effective leadership team and assist direct reports in driving a high-performance culture and environment.
MAJOR DUTIES AND RESPONSIBILITIES
Ensure the Community Solutions Operations Center staff monitors and coordinates recovery of network faults and thresholds and that network performance and trouble tickets are monitored/resolved to meet SLA objectives.
In conjunction with cross functional operations teams, coordinate workflow of all outage activity (break-fix) and proactive and demand maintenance. Maintain strategic work-mix ratios between proactive and demand workload.
Establish and ensure tracking occurs for post critical work activity, including agreed upon follow-up procedures when applicable.
Ensure action-orientated, professional environment within the operations center regarding complete ownership of all issues handled by Community Solutions Operations Center.
Develop and provide reports and analysis aimed at operationalizing agreed upon solutions. Provide reporting and analytics as necessary for leadership review.
Interface with NOC, VSC, Engineering, Field Operations, and other internal groups as necessary to ensure the timely and efficient resolution of incidents, outages, and other network events.
Interface with ISP, DNT, NOC and CSNOC, and others to ensure and maintain a functional working relationship. Direct Disaster Recovery efforts when necessary.
Provide high-level technical guidance and assistance to Field personnel, when applicable, for network incident resolution.
Lead and participate in professional development for operations center staff to specifically focus on forward looking technical and organizational skills.
Ensure required reports are correct and completed on time for Leadership review.
Support the supervisory staff in management of team members, including performance reviews, career development, and staffing.
Direct the integration of network management tools and processes to support network infrastructure.
Ensure methods and procedures are developed, implemented and followed by staff.
Ensure collection of network data, maintenance of records, communication of observations, and required reports are consistent and accurate with existing guidelines and regulatory requirements.
Ensure communication channels between AMT, NOC and Network Services are clear, concise and maintained by direct communications to the appropriate fix agent.
Adhere to industry specific, local, state, and federal regulations, as applicable.
Know, understand and follow company policy.
Oversee the identification and communication of service impacting trends and action plan to mitigate.
Direct the development of operating and capital budgets, ensuring the achievement of company financial and customer experience goals.
Establish positive employee relations through effective communication and ongoing support.
Develop an effective front line leadership team and assist with developing their direct reports to drive a high performance proactive culture and environment.
Perform other duties as requested by manager.
Skills/Abilities and Knowledge
Ability to supervise and motivate others
Ability to maintain confidentiality
Ability to analyze and interpret data
Ability to interact and communicate with all levels of management and company personnel
Ability to handle and manage multiple projects and tasks
Ability to work with others to resolve problems
Ability to read, write and speak the English language to communicate with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Advanced understanding of amplifiers, nodes, power supplies and all other network equipment
Advanced understanding of Transmission Control Protocol (TCP)/Internet Protocol (IP) and Simple Network Management Protocol (SNMP)
Ability to adhere to local and federal regulations and company policies
Ability to prioritize and organize effectively
Ability to multi-task using multiple software programs simultaneously
Ability to use personal computer and software applications, including Microsoft Office Suite
Ability to read general system layouts
Ability to work seated for prolonged periods of time
Knowledge of basic mathematics
Demonstrated leadership qualities
Understand workflow management
Ability to work independently
Strong business planning and forecasting skills
Strong analytic, organizational, and problem solving skills
Ability to focus on overall strategy of the region
Strong team and relationship building skills
Ability to analyze data and develop and present data driven reports
Ability to document, prepare and present executive level presentations
Bachelor's degree in Computer Science, Engineering, or Telecommunications preferred or equivalent work experience
Related Work ExperienceNumber of Years
Technical support experience8-10+
Skills/Abilities and Knowledge
Knowledge of company products and services
Ability to make decisions and solve problems while working under pressure
Certifications and/or Licenses
Industry and vendor specific certifications and training (e.g. NCTI, SCTE)
Work in a 24x7, fast-paced environment
Occasional travel required