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Network Operation CenterTechnician III

Cox Communications


Location:
Phoenix, AZ
Date:
12/13/2017
2017-12-132018-01-11
Job Code:
1715678
Cox Communications
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Job Details

Company Cox Communications
Title: Network Operation CenterTechnician III
JobID: 1715678
Category: Information Technology
Industry: Cox Communications, Inc.
Job Type: Full-time

Description

Role Summary

The primary responsibility of the Service Assurance Technician III is to provide advanced technical support by functioning as a part of a 24x7x365 operations environment.

This is a highly specialized support organization that is responsible for the day to day operations of a Service Provider. This role requires the use of applied technical knowledge and practical experience to resolve complex issues. This role will be responsible for enhancing our customers’ and employees’ experience through detailed ticket and process reviews.  The ideal candidate will be expected to review ticket data observing trends that identify an upcoming event and then apply fixes to prevent impact. This role will represent the team during the deployment of new products and hardware, ensuring the proper instrumentation, documentation and training occurs prior to release. One of the key elements of this position is to identify opportunities to optimize our tiered support model and move resolution closer to the customer avoiding unnecessary escalations.

This role requires a high degree of proficiency with the problem management and knowledge management processes and will be expected to manage fix agents, boundary partners and leadership communications to improve KPI’s, technical acumen and instrumentation. This role will also require familiarity with incident management, change management, problem management and other ITIL processes. This role assists with change conflict mitigation, knowledge management and other ITIL process and documentation needs.

The Service Assurance Technician III must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties. Excellent communication skills are expected as the role will require the ability to translate technical issues for both technical and non-technical audiences.

Primary Responsibilities and Accountabilities

·Provides advanced technical support and problem resolution for the Cox network encompassing residential, Cox Business, and Enterprise platforms and services

·Receives work from the Service Assurance Tier II groups and/or ticketing system, and drives restoration

·Must be able to work shifts as assigned in the 24/7 operation

·Resolve interoperability issues between customers’ hardware and Cox premise equipment 

·Utilize automated tools to increase supportability

·Validates network and other infrastructure redundancy through ongoing testing as necessary

·Validate operational success of deployments/maintenances
·Validate restore/repair actions and clear alarms

·Work with Development and Quality Assurance on support needs

·Work with Development and vendors on service documentation

·Assist with development, implementation, and continuous improvement of operations processes/best practices

·Performs as Incident Commander for outages as required to ensure effective and timely communications and coordination of resources (e.g. Technical Support Office, partners, customer) and required notifications

·Provide advanced support to Service Assurance Technicians I & II at a service provider level with respect to refresher training, training on new features or technologies, lessons learned, and expert trouble-shooting advice as needed

·Provide operational readiness/enablement support for new and emerging technologies

·Uses applicable tools and applications for implementation, service, test and acceptance (e.g. Remedy, NetSmart, Cisco ONS, CTC, Juno Space, Net Analyst, CiscoWorks, Solarwinds, Netcool, SAM, Preside, Granite, Secure CRT, HP/BSM, Splunk)

·Maintains network and IT application integrity to achieve network/customer SLA and availability objectives

·Performs scheduled and emergency maintenance on Network / IT elements and high level trouble shooting by creating, designing and executing enterprise change request tickets

·Interfaces with NOC Technicians and support teams and vendors/providers. Also interfaces with Tier 3 boundary partners

·Coordinates and prioritizes resolution efforts and preventative maintenance. Configures devices and applications across Voice, Video, Transport, IP, Data Products and IT Infrastructure to provision, test, maintain, and restore services

·Collision verification and communication as it pertains to Change and Incident Management processes

·Updates/Maintains logs and network documentation to ensure compliance with Cox and industry standards

·Audits problem/change tickets to identify opportunities to update procedures and provides feedback to leadership to ensure compliance with established standards

·Acts as subject matter expert for emerging technologies

·Applies advanced skills to resolve complex problems independently

·Provides advanced technical support, customer and product support and problem resolution for the Cox network encompassing residential, Cox Business, and Enterprise platforms and services

·Provides advanced research to address software issues

·Audits tickets and identifies improvement opportunities

·Assists with change management by creating, validating and performing pre/post change service level monitoring ensuring the health of the network, the service and the customers needs

·Closes Trouble/Problem tickets as needed per Problem Management process

·Communicate with business and boundary partners to identify improvements

·Responsible for completing After Action Reviews post service affecting (Critical, Major) or high visibility events

·Comply with established Event/Incident/Problem/Change Management processes in MSO environment

·Coordinate with fix agents to perform repair and/or site maintenance based on the severity or type of event

·Define the knowledge objects (step by step resolution scripts/process) to enable Tier II and NOC/Service Assurance Technicians to drive restoration documentation

·Develop product support documentation

·Ensure successful implementation of restoration/repair in the network by creating and/or implementing Change Request (ECR) tickets according to defined Change Control procedures

·Identify and assist in resolving multi-customer impacting platform issues

·Identify event monitoring needs and response actions

·Identify support gaps and support improvements

·Implement disaster recover for critical systems

·Manage complex production support issues

·Measure and report SLA metrics

·Monitor network traffic and performance while maintaining a high level of customer satisfaction by providing services fully compliant with the Service Level Agreements (SLA) and minimizing impact on customer service

·Open cases with hardware vendors and drive for solutions within required SLAs

·Interfaces with NOC/Service Assurance Technicians, support teams and vendors/providers. Also interfaces with Tier 3 boundary partners

·Provides second tier, high-level technical support to field operations personnel through a working knowledge and broad background in core technologies

·Provide feedback and recommendation for Operations Support Systems (OSS) tools improvements, process flows, event management and correlation

·Evaluates root cause analysis and develops solutions for failures and outages at a highly advanced level before referring to engineering or vendor support

·Participate with project management personnel to ensure designs interface correctly with existing configurations and that adequate system capacity exists for future needs

·Investigates and evaluates repeat events for chronic activity to determine root cause and implementation of resolution

·Performs as SME with regards to the operational processes for current and future projects and services

·Adherence to applicable legal, regulatory and security policies



Qualifications

Minimum:

·         A minimum of seven years of experience supporting high-availability services in an ISP, Enterprise, and MSO Network Operations environment

·         A minimum of seven years of experience supporting one or more of the following: routers, switches, firewalls, IT applications, video services delivery, voice and/or data circuits required

·         Data analysis and complex data research

·         Advanced knowledge of relevant protocols (e.g. SIP, MCGP/NCS, SS7, DHCP, IP Networking, and Telephony Switching Platforms)

·         Advanced knowledge of relevant tools/analyzer programs (e.g. Hammer XMS, Wireshark, etc.)

·         Server applications and/or AS/400, basic understanding of OSI layers and IEEE standards

·         Oversees the completion of projects or assignments
·         Advanced knowledge about routing and switching

·         Three to five years in one or more of the following categories or equivalent required:

o    DWDM

o    TDM and/or SIP telephony

o    SONET transport networks

o    Structured cabling including fiber optics

o    DOCSIS/Broadband networks

o    IP Protocols: DHCP, HTTP, TCP/UDP, FTP, TFTP, IP, DNS, etc.

o    Routing Protocols: ISIS, RIP, RSVP, OSPF, BGP, iBGP, MPLS

o    QoS, Diffserv traffic shaping and traffic QoS policy implementation

o    Call Center Platforms (i.e.; Avaya)

o    Tellabs Titan 5500, NGX DACs

o    Databases (i.e., Oracle, SQL Server, MySQL, Mongo)

o    Middleware Technologies (WebMethods, SAIL, JBOSS, FUSE)

o    Windows Server

o    UNIX (Solaris, Red Hat)

o    Video acquisition and headend components

o    Multi-screen linear video and video on-demand (VOD) services delivery

o    IP video delivery and streaming protocols

o    Content Delivery Network (CDN) platforms

·         Demonstrated ability to investigate and quantify reported service interruptions

·         Demonstrated ability to manage Service Level objectives

·         Demonstrated ability to interface with all levels of Cox Communications and Cox Business customers 

·         Demonstrated ability to apply troubleshooting processes

·         Displays expert level written, oral, problem solving, interpersonal, leadership, presentation and       collaborative skills to work effectively with teams throughout the organization

·         Excellent decision making skills

·         Demonstrated ability to work in a dynamic, team environment

 
Preferred

·         Bachelor’s Degree in Technology field, electronics or a minimum of seven years of experience supporting high-availability services in an ISP, Enterprise, and MSO Network Operations environment

·         Advanced ability to communicate high level understanding of multi-services platforms, routing protocols (e.g., ISIS/RIP/RSVPOSPF/BGP/iBGP) and troubleshoot down to the packet level. 

·         Displays expert level written, oral, problem solving, interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout the organization

·         Highly motivated, self-starter with a positive attitude, ability to face the challenges in a fast-paced environment within a customer experience-focused operations organization.

·         Hands on technical experience with PBX systems with working knowledge of terminology and processes at a vendor level/maintaining one of the above type systems

·         Must be able to understand & interpret networking and architectural diagrams including the roles and responsibilities of routers, load balancers, firewalls, DHCP server (TFTP/KDC/TOD), IP addressing/sub-netting.

·         Working knowledge with ITIL/eTOM principles

·         MS server (MCSE), VMWare, UNIX, DNS, and DHCP

·         Engages/directs others in developing innovative solutions

·         Advanced level professional contributor on a project or specialty work team

·         Familiarity with element management and other fault detection systems

 



About Cox Communications

 

Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com and www.coxmedia.com.



Organization: Cox Communications, Inc.

Primary Location: US-AZ-Phoenix-1550 W Deer Valley Rd

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: No

Schedule: Full-time

Unposting Date: Ongoing
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