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Assoc Network Ops Engineer

Company: Time Warner Cable
Location: Chesterfield
Posted on: June 8, 2019

Job Description:

Posting Job DescriptionJOB SCOPEPerform reactive monitoring of all core level telephone, IP and Video elements within network facilities. Also responsible for vendor engagement. Work to provide enterprise-wide Tiered support on converged distribution and access network elements and connections as needed. Under supervision provides support for services and other products.DUTIES AND RESPONSIBILITIES

  • Responsible for initial triage, escalation, and resolution of network troubles. Actively and consistently support all efforts to simplify and enhance the customer experience.
  • Perform basic network operations functions such as monitoring information on all sites and back haul, identifying deterioration of components and dispatching / assisting field personnel with repairs.
  • Identify, notify, and escalate network issues.
  • Respond to network alarm with the primary focus to discover and resolve customer-impacting issues before customers recognize impact to their services.
  • Process equipment return and analysis request for failed hardware.
  • Compose and send outage notifications, alerts and inform a wide audience (including executives) of high-risk network events and major customer-impacting incidents.
  • Act as a technical escalation for the ESM NOC, CB Care, TTM, and Day of Job organizations.
  • Respond to emails from internal groups and external vendors pertaining to a wide range of customer-facing issues.
  • Escalate customer-impacting and install-impacting (new revenue) major incidents to verticals for each line of business, technology product, critical network facility, and service delivery platform.
  • Under supervision, manages outage bridges to drive quick resolution to customer-impacting issues. Handles incoming trouble calls.
  • Work closely with engineering, field technicians, marketing and vendors to resolve service issues.
  • Escalate /Resolve network problems/faults to appropriate parties.
  • Tracks and updates problems in the trouble ticketing system.
  • Monitor traffic pattern to identify potential problem areas and escalate to take corrective action to implement short term adjustments as well as refer chronic problems to Engineering for permanent resolution.
  • Identify alarm correlations and appropriate response actions for future automation..BASIC / MINIMUM QUALIFICATIONS
    • Bachelor's degree in Computer Science, Engineering or related field, and / or equivalent work experience
    • At least one (1) year experience in a Network Operations Center, Troubleshooting and/or Surveillance environment(includes internships and similar work experience)
    • Must be able to work the following schedule: 11:00PM - 7:30AM, Tuesday - Saturday ADDITIONAL JOB REQUIREMENTS
      • Understanding of Network Operations
      • Able to perform job function at competency levels.
      • Capable of effectively working in a team environment, this includes; internal / external clients, various operation support groups, vendors, carriers in order to utilize all network tools and resources to resolve the majority of trouble tickets assigned.
      • Basic knowledge of topology, platforms, and protocols for IP, Voice, Video networks, network operations tools such as MARS, Netcool, D.R.U.M., Hammer, Tekmark Provisor, Everstream, WebTop, Remed, xMattersWORKING ENVIRONMENT
        • 24 X 7 X 365 Network Operations Center Environment

Keywords: Time Warner Cable, Chesterfield , Assoc Network Ops Engineer, Other , Chesterfield, Missouri

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