Job Summary
Responsible for operating, managing, and supporting high profile Commercial customers and network services as well as associated infrastructure in a 24/7 environment. Examples of infrastructure include but not limited to routers, switches, CMTS, etc. Day to day operational responsibilities includes pro-active monitoring, isolation, triage, and resolution of all network outages/impairments. Serves as operations support for various regions, vendors, internal/external organizations. Drives standardization and service focused instrumentation. Contributes to the command-and-control network related activities focused on restoration of outages, clear and concise communication across Comcast/Commercial customers and rapid restoration of network services. Works and directly leads external vendors, third parties, and associated fix agents, when necessary, to address issues across the network, peering arrangements, inter-operability issues, etc. Works with limited supervision and direction while executing associated functions and responsibilities. Follows all operational practices and independently determines/develops approaches for non-routine solutions. Receives general direction in area of focus.Job Description
Sunday - Thursday or Tuesday - Saturday *must be able to work both shifts
12am - 8am (Overnight - Virtual)
Core Responsibilities
- Proactive/Reactive monitoring of Comcast's Commercial Network Core/Edge devices using various Element Management tools (SNP Alarm Console, SevOne, etc) to isolate and troubleshoot all network related issues
- Process all customer calls/emails and take ownership of issue until resolution
- Troubleshoot network outages, network latency, or CPE failures to resolution
- Setup dispatch and troubleshoot issues with local field operations to resolve customer/network related issues
- Direct efforts to maintain service Mean Time to Repair (MTTR) within regional or contractual standards
- Knowledge of Networks: Local Area Network (LAN), Wide Area Network (WAN) and Metropolitan Area Network (MAN)
- Product knowledge/foundational understanding of : Carrier Ethernet, Carrier Wavelength, Cell Backhaul, DOCSIS Standards, and Ethernet over HFC
- Knowledge/good foundational understanding of network technologies on:Open System Interconnection (OSI), Layer 1/2 protocols,Internet Protocols - IPand Routing Protocols: OSPF/MPLS
- Scripting knowledge
- Open and update Tickets using: IOP Tickets System
- Ability to provide on the job training to new hires as and when required
- Create processes and procedures for troubleshooting and ticket management as needed
- Initiate root cause analysis (RCA) request, participate in RCA calls as needed, proof all RCA's prior to sending to leadership and provide feedback as needed
- Good Analytical/Communication/Troubleshooting Skills
- Certifications - CCNA or JNCIA
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team - make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Respect and promote inclusion & diversity.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer:
- This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
Skills:
Change Management; Analytical Thinking; Networks
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
0-2 Years
