Supervise the daily performance of the Network Operations Center Technicians/Analysts.  Ensure that network failures, repair coordination and resolution of customer-impacting issues occur in a timely manner.   Develop technical processes, procedures and service level goals with network operations employees, field support and regional offices.

• Supervise day-to-day Network Operation Center activities.
• Oversee day-to-day performance of Network Analysts.
• Assist in the development, maintenance, and use of tools and applications to monitor Bresnan’s network.
• Assists in the recruiting, interviewing, hiring, and training process for NOC Analysts.
• Monitors performance of Network Analysts to ensure that team, department, and company standards/goals/expectations are consistently met.
• Monitors departmental workflow to ensure all issues and events are handled in a timely manner and within departmental/organizational guidelines, policies, procedures, and standards.
• Be able to efficiently and accurately perform all duties of the NOC Analyst position to assist in workflow coverage at any time.
• Ensure Network Analysts are effectively supported through day-to-day interaction, regular training, team meetings, on-call assistance, and individual coaching/mentoring. 
• Correlate, isolate, and identify network impairments using pre-defined criteria across geographical areas.
• Provide technical and operational support across all lines of business.
• Train and monitor staff to utilize the trouble ticketing system (Remedy) to document, problems.  (This includes—but is not limited to—proper documentation of diagnostic/testing results; communications between parties; correlation of issues to different/multiple lines of business; escalation/notification and repair performance information.)
• Escalate outage events and/or impairments to appropriate individuals, teams, and organizations in a timely manner to ensure efficient resolution and to minimize customer impact.  This includes escalation of outage events and/or impairments to appropriate individuals, teams, and departments when not resolved within appropriate timeframes.
• Oversee interactions with customers (both internal and external), other teams/departments and other NOC employees to ensure all communication is professional and timely.
• Initiate and host conference bridges—sometimes with numerous events occurring simultaneously—as needed.  For critical issues, set up conference calls with all appropriate department representatives; see issues through to resolution; document all relevant activities via the Remedy ticketing system.
• Isolate problems by correlating information from network surveillance equipment, diagnostic tools, and reported information/data to accurately direct fix organizations and personnel to the most likely source of problem.
• Ensure effective communication of all technical-related reports.  This includes the cause and impact of all outages opened and closed during specific time periods. 
• Effectively communicate essential information at shift change to incoming supervisor and/or Network Analysts.
• Track and analyze scheduled network maintenance activities to ensure that the type of impact and duration/timing of impact are consistent with company guidelines and polices.
• Monitor and train staff to track scheduled maintenance and change activities in applicable tools analyzing the duration and potential impact of such activities to customers, as well as ensuring such activities are consistent with established guidelines and procedures.
• Ensure communication is professional, courteous and helpful from all NOC Analysts.
• Ensure compliance with NOC operational objectives, policies/procedures, work schedules, and reporting metrics.
• Responsible for ticket quality and accuracy.
• Set standards through verbal and written communications.
• Initiate, organize, and conduct meetings
• Perform other duties as assigned by management.

• Bachelor’s degree or equivalent combination of education and work experience.
• Proven training skills in employee development for individuals and teams.
• Excellent interpersonal skills with emphasis on verbal/written communication including the ability to present performance feedback effectively.
• Demonstrated ability to learn quickly and complete work with minimal supervision.
• Ability to document procedures and collaborate on the creation of policy development.
• Two years supervisory experience with direct customer contact in a technical environment—preferably including Network Operations Center background with Remedy experience.
• Network experience in a centralized repair/troubleshooting/testing environment that included answering telephones, logging events in a ticketing system, and providing technical support and repair coordination.  The following experience will also be considered:  comparable dispatch, inside/outside plant, headend operations, and military electronics.)
• Knowledge of telecommunications field including (but not limited to) internet, telephony, VOD, and HFC cable systems.
• Ability to work under pressure and within a fast-paced environment.
• Ability to encourage team members to work independently as well as function successfully within a team.
• Assertively drive issues to resolution in a timely, yet professional manner with both internal and external partners.
• Must have mature judgment and the ability to relate well with others.
• Frequent to continuous sitting; occasional walking, standing, and bending
• Ability to frequently and continuously use a computer keyboard, mouse, telephone, and other office equipment.
• The NOC is a 24/7/365 operation.  Employees must be willing and able to work non-standard work shifts, including evenings, overnight, holidays, and weekends.

WE ARE FULLY COMMITTED TO AND STRIVE FOR DIVERSITY IN OUR

WORKPLACE AND ENCOURAGE ALL INDIVIDUALS TO APPLY

 


To Apply:  All resumes must be submitted as e-mail attachments either as a Microsoft Word document or a plain text file. When applying, please refer to the particular Job Number in the subject line of your message. Due to the high volume of applicants, we will only contact candidates who are being considered for an interview.