Regional Operations Center Specialist
Posted on: January 25, 2023
JOB CODE: ENO170
JOB TITLE: ROC Specialist (Regional Operations Center)
Focusing primarily on outages, performs basic to intermediate
first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network
surveillance, alarm and intake triage and correlation, collection
and collation of key information, ticket and SRO creation,
dispatch, fix agent support and ticket/SRO resolution. Assists fix
agent by providing general root cause location information. Ensures
the details and information provided to the fix agent support fix
agent efficiency, safe restoration and work practices and
compliance with all company specifications, policies and the ROC
MAJOR DUTIES AND RESPONSIBILITIES
Performs surveillance of HFC network using all applicable ROC
systems, telemetry, alarms, topology, tools and other sources of
information to identify network outages and basic impairments,
document and prepare tickets and SRO's, engage the appropriate fix
agents and minimize customer impact of any service interruption or
Understands HFC architecture, principles and the how the various
alarm sources and other available data relate to specific outage
Acknowledges outage and basic impairment alarms and performs basic
to intermediate troubleshooting, analysis, triangulation and
correlation of HFC alarms and other data sources to identify and
ticket & generate SROs for outage events and basic network
impairments in accordance with the Regional Operations Center (ROC)
Creates node level tickets and SRO's from daily Node Health
P erforms notification and communication of network events using
established protocols and support systems as defined in the ROC
Playbook or by the ROC management team.
Tracks and manages outage events and basic impairments to
resolution and manages basic coax Change tickets in accordance with
all guidelines and procedures described in the ROC Playbook
including proper resolution of tickets and jobs.
Communicates the status of outage events and escalates as necessary
in accordance with established standards and the ROC Playbook.
Takes appropriate action and/or works with the appropriate teams to
set up phone call deflection in the IVR and trouble call blocking
for ROC-owned issues in accordance with ROC Playbook.
Manages basic outage bridges in an organized and professional
Responsible for routing and dispatching Maintenance Techs.
Provides support to fix agents in the field, and resolves requests
received from the fix agents.
Creates, manages and resolves SROs for all activities routed to a
maintenance technician from all work sources either through
automation or manually including activities that may be ticketed in
another system such as Remedy or through any other ticketing
Manages line escalations in a proactive fashion and ensures a
positive ownership transfer between the initiating technician and
the assigned maintenance technician including positive customer
Responsible for pre-implementation approval and processing of basic
coax change activity including Pre/Post snapshots, E911 checks for
all network interruptions and validation of service
Helps to drive continuity, standards and compliance with the
company's Network Protection Policy (NPP), Preventive Maintenance
Plan amongst field engineers and technicians.
Identifies, documents and internally escalates issues related to
groups outside the ROC where additional coordination is needed and
assists as needed.
Promptly escalates issues and collaborates with others to resolve
software and hardware issues.
Performs other duties as assigned.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Excellent customer service and communication skills
Basic knowledge of HFC network concepts, DOCSIS and end-user
Ability to communicate professionally, effectively, and courteously
with customers, coworkers and constituencies outside the ROC using
a variety of communication formats (email, chat, in-person, and
Basic knowledge of existing ROC tools and basic ability to use the
tools to effectively troubleshoot basic HFC related issues
Ability to work well with others as part of a team environment
Ability to solve practical problems and deal with a variety of
variables in situations where only limited standardization
Basic knowledge of Charter products and services and familiar with
appropriate terms and abbreviations when discussing industry
concepts and issues
Basic knowledge of desktop computer hardware and software (e.g.
monitoring tools) used to analyze network performance
Ability to use online knowledge systems and search for reference
procedures and work aids (i.e. paperless resources)
Ability to write routine reports and correspondence as well as
create or produce reports outlining specific trends in the HFC
network to efficiently resolve plant issues
Ability to interpret a variety of instructions furnished in
written, oral, diagram, or schedule form
Ability to distinguish and identify various colors to identify
multiple alarm states in the tools and software utilized in the ROC
Two-year degree or certificate telecommunications or IT emphasis
Related Work Experience Number of Years
Cable/telecommunications experience (Field Ops, HFC plant 1+
troubleshooting or Maintenance Tech)
NOC, Dispatch, Call Center Tier or help desk support experience
Must be able to work all shifts including evenings, weekends and
Keywords: SPECTRUM, Cary , Regional Operations Center Specialist, Other , Morrisville, North Carolina
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