Responsible for running, operating and supporting high profile Commercial customers and network services as well as associated infrastructure in an operations environment. Examples of infrastructure include but not limited to routers, switches, CMTS, etc. Day to day operational responsibilities includes handling critical issues, triage and resolution of all network outages/impairments and sending executive summary to senior members. Lead 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 communications, and rapid restoration of network services. Works and directly leads team, external vendors, third parties, and associated fix agents, when vital, 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 resolves/develops approaches for non-routine solutions. Receives general direction in area of focus.
Lead a network operation team to ensure efficient network performance including monitoring, troubleshooting and restoration.
Monitor team communications to guarantee that emails, tickets and phone calls follow company policies and meet client expectations.
Ensure accurate troubleshooting steps and processes are well detailed within knowledgebase and employed by all direct reports
Provides clear, streamlined, and concise technical communication and coordination during large outage scenarios
Has a solid understanding of overall business needs and business areas, understanding applications while learning supplemental processes.
Possesses strong analysis and implementation skills. Demonstrates ability to pick up key concepts and apply them to work. Will analyze, troubleshoot, problem solve and provide input on decision making
Ability to motivate, coach and influence team members to ensure effective product delivery. Works independently to accomplish team goals. Possesses strong ability to influence others
Aligns operational plans with business objectives. Communicates changes to all affected personnel.
Develops and analyzes appropriate key performance indicators (KPI) and Service Level Agreement for the group and services.
Manages and forecasts resource needs to meet departmental objectives. Recommends action plans or solutions to management.
Ensures that all technical performance stays in sync with industry and Company technical requirements.
Applies industry standards in daily operations and ensures that they are consistently met and that technical operations align with system, region and OSHA safety programs.
Regular, consistent and punctual attendance. Must be able to work in various schedule(s) and weekends, as necessary.
Provide high level of happiness for customer issues and requests. Build and maintain supportive working relationships with Customers.
Ensure maintenance notification and service advisory communication is distributed to Customers in accordance with guideline.
Report qualitative and quantitative trends to leadership.
Take ownership of and/or manage the completion of all raised incidents and work you're leading.
Good Analytical/Communication/Troubleshooting Skills
Ability to provide on the job training to new hires as and when required
Build 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
Other duties and responsibilities as assigned.
Expert level knowledge of Networks, Local Area Network (LAN), Wide Area Network (WAN) and Metropolitan Area Network (MAN), Software Defined (SD-WAN)
Sophisticated knowledge of Carrier Ethernet, DOCSIS Standards, Ethernet over HFC
Advanced knowledge of network technologies on: Open System Interconnection (OSI), Layer 1/2 protocols ,Internet Protocols
Bachelor's Degree or Equivalent
Engineering, Computer Science
Generally requires 6-9 years related experience
3+ years of management/leadership experience in a network operation environment
Any industry specific certification (Cisco, Juniper etc.) is a plus
This position is ineligible for visa sponsorship. To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.
Comcast is an EOE/Veterans/Disabled/LGBT employer and all qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex or any other legally protected category.