Mgr, NOC

"This position is eligible for our Hybrid Work Policy. Eligible employees can work from home up to one day each week."
JOB SCOPE
Responsible for the management of Charter Network Operations Center responsible for day to day activities of the Network Operations technical staff and network performance issues as they arise Also responsible for the timely execution of business improvement initiatives to ensure continuous improvement of Network & Services availability (uptime).
DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Provides leadership in network operations support in a 24/7 operating environment
• Initial point of contact for all major issues during their coverage period
• Responsible for staying on top of all event, incident, and requests/change management for all during their shifts.
• All NOC staff takes direction from the Shift Manager during their shifts.
• Ensures timely and accurate notifications of network issues are being communicated to the business and that all outages are being escalated accordingly with our vendor/carrier partners.
• Ensures that all process and procedures have been implemented, understood and followed for their responsible shift
• Compile and distribute daily turnover report detailing events and outages that are either ongoing or recently resolved on shift.
• Ability to multi-task and solve multiple trouble issues simultaneously in a high stress environment.
• Coach and mentor teams to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.
• Meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
• Participates in change control committee, providing input into all changes/additions to network to ensure minimal disruption to production system
• Resolves any scheduled maintenance or major outage issues escalated from direct reports
• Perform other duties as required

BASIC / MINIMUM QUALIFICATIONS

• Bachelor's Degree in Computer Science, Electrical Engineering, Math or other related field or equivalent work experience
• Minimum six (6) years of Network troubleshooting in 24x7 Operations Center
• Minimum four (4) years of work experience in a 24x7 Operations Center
• Must be able to work the following shift: Wednesday thru Saturday from 9:00PM - 7:30AM

REQUIRED JOB QUALIFICATIONS

• Ability to manage projects
• Ability to communicate orally and in writing in a clear and straight forward manner
• Knowledge of Windows, Word, Excel, and Outlook
• Demonstrated telephone, communications, and interpersonal skills
• Ability to follow established guidelines, policies, and procedures
• Understanding of IP networking fundamentals
• Demonstrated ability to multi-task and manage multiple initiatives in the execution of daily operation

PREFERRED QUALIFICATIONS

• Strong ability to aid in analysis of and documentation of root-cause analysis
• Ability to make decisions and solve problems while working under pressure
• Ability to work with others to resolve problems, handle requests or situations
• Knowledge of tunneling technologies such as L2 and L3 VPN's
• Knowledge in local and wide area networking communications
• Knowledge of hardware, network operating systems and troubleshooting skills
• Ability to provide continuous evaluation of the company's network infrastructure and initiate expansion or remediation projects to support growth and mitigate risks
• Knowledge of Switching and Routing Architectures
• Knowledge of support systems for network management and element management systems
• Knowledge of protocols such as RIPv2, OSPF, OSPF-TE, IS-IS, IS-IS -TE, BGP, MPLS and SIP
• Knowledge of Hybrid Fiber Coax and DOCSIS/CMTS
• Knowledge of Transport Technologies CWDM, DWDM, SONET, T1, Ethernet and wireless technologies
• Knowledge of VOIP switching platforms
• Minimum two (2) years managing a 24x7 Operations Center
• Certifications and/or Licenses Industry recognized Professional Level Network Certification

WORKING CONDITIONS

• Normal Office Conditions
• Work in a 24x7 Network Operations Environment
• After-hours on call responsibilities

ENO510-NOC 2024-40926 2024
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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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