Job Summary
About the TEAM: The Communications Engineering (ComsEng) organization focuses on designing, testing, deploying, and operating voice and unified communications products for residential, and commercial consumers. The Platform Optimization (PO) team plays a critical role in the day-to-day operations of ComsEng platforms and applications by supporting production change processes, resolving technical issues resulting in customer escalations, embedding in the daily work of platform engineering teams, and resolving incidents created by the associated platforms. The PO team also provides critical strategic guidance to optimize platform, process, and network performance by performing RCA on chronic issues, reducing alarm noise, and setting appropriate event thresholds to prompt action to prevent / mitigate customer impacting issuesJob Description
Responsible for operating, handling 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 IMS, Broadsoft, Sonus SBC, ALU, TDM, MGC/MGW, and 911 special services.
What You'll Do:
Responsible for operating, deploying, managing and continuously improving Comcast's Voice, Video, Commercial, Data, Home Security, Systems and Network services as well as associated infrastructure in a 7/24 environment.
Examples of infrastructure include, but are not limited to: routers, CMTS, switches, optical and TDM transport, applications, servers, IP scopes, databases, etc.
Position focuses on deploying and stabilizing code, technologies, services, networks, systems, tools and driving standardization, automation and service focused instrumentation.
Provide subject matter expertise, resolves complex break/fix scenarios, engaging broader teams as necessary; partners with/leads engineering, vendors and regions to achieve continuous improvement.
Serve as high-tier operations support for various field, CARE, vendors and customer-focused organizations. Contributes to command and control-related activities focused on restoration of complex outages, communication across Comcast and rapid restoration.
Works and directly leads external vendors, third parties and associated agencies, when necessary, to address issues across the PSTN, peering arrangements, inter-operability issues, etc.
Works with limited supervision and direction while executing associated functions and responsibilities. Follows operational practices and independently determines/develops approaches for non-routine solutions.
Receives general direction in areas of focus. Serves as team lead on projects.
Proactive/Reactive monitoring of Comcast's Commercial Network Core/Edge devices using various Element Management tools (Spectrum, IRIS, SevOne, etc) to isolate and solve all network related issues
Process all customer calls/emails and take ownership of issue until resolution
Solve network outages, network latency, or equipment failures
Setup dispatch and solve issues with local field operations to resolve issues
Direct efforts so as to maintain service Mean Time to Repair (MTTR) within regional or contractual standards
Knowledge of Voice Networks: SIP, IMS, SS7, TDM, Trunking
Open and update Tickets using: Remedy, MetaSolv, Cramer, SNOW
Good Analytical/Communication/Solving Skills
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.
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
What You'll Need:
Bachelor's Degree or Equivalent
Generally requires 3+ years related experience
Experience working in a NOC with in-depth troubleshooting experience of complex large-scale enterprise application server environment(s).
Experience in an ISP-like environment involving 24/7 support is HIGHLY desirable, as well as experience in formal ticketing systems and a demonstrated ability to work in a metrics-based service desk that tracks progress through analytics.
In-depth knowledge of OSI layers 1-7 and an ability to solve and categorize issues accordingly and then engage the appropriate fix agents in a timely manner if they are not able to affect a fix.
MUST have an understanding of the various components of a enterprise system such as: Telephony, IP routing, TCP traffic analysis, application flows, switches, web servers, web services, DHCP, DNS, SQL/RDB backend systems, IP Management, LDAP, HTML/XML
Preferred: Hands-on experience or exposure in the following: MSO (Multi-Service Operator / cable provider) supporting video, high speed data services &/or telephony/IP Networking protocols & systems including SIP, SSH, TCP/IP, DHCP, DNS, TFTP, ToD, ARP, IP, TCP, UDP & SNMP/Transport & Voice Equipment familiarity (i.e.: BTS, MGX)/DOCSIS Cable modem technology/ IP subnet management/LDAP Directory Servers/Sun/Solaris hardware/software platform/ Cisco Hardware & IOS (routers, switches, CMTS)/UNIX (Solaris) & LINUX/ Programming skills in: Perl, PHP, C, C++, JavaScript (Node.js), all UNIX Shell Scripting plus skills with web based embedding (HTML, CSS, XML, etc.), SQL or noSQL (MongoDB, Riak)/system and application level monitoring solutions. Examples include Netcool, Concord, Wily, Nagios, SevOne, Spectrum & Network Node Manager
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.
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
2-5 Years
