Regional Operations Center Specialist
Company: SPECTRUM
Location: Morrisville
Posted on: January 25, 2023
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Job Description:
JOB CODE: ENO170 JOB TITLE: ROC Specialist (Regional Operations
Center) JOB SUMMARY 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 Playbook. 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
network impairment. Understands HFC architecture, principles and
the how the various alarm sources and other available data relate
to specific outage conditions. 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) Playbook. Creates node
level tickets and SRO's from daily Node Health Reporting 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 fashion.
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 process. 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 contact. 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 restoration. 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. REQUIRED
QUALIFICATIONS 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 support principles 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 telephone) 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 exists 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 environment Education Two-year degree or certificate
telecommunications or IT emphasis preferred 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 1+ WORKING CONDITIONS
Office environment Must be able to work all shifts including
evenings, weekends and some holidays ENO170 330390 330390BR
Keywords: SPECTRUM, Cary , Regional Operations Center Specialist, Other , Morrisville, North Carolina
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