Sup, ROC

Time Warner Cable New York City , NY 10008

Posted 1 week ago

Posting Job Description

JOB SUMMARY

Manages the Regional Operations Center (ROC) team, serving as the first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network surveillance. Responsible for alarm and intake triage, correlation, collection and collation of key information; ticket and/or SRO creation, dispatch, fix agent support and ticket/SRO resolution. Also responsible to ensure effective communication with stakeholders and interested groups, and provides the best possible customer experience while also meeting the needs of both the business and the internal customers.

MAJOR DUTIES AND RESPONSIBILITIES

Supervises ROC specialists by coaching, counseling, training and providing feedback.

Responsible for meeting established team goals, monitoring and controlling workflow and contributing to the effective operation of the Field Operations Engineering teams.

Ensures compliance with departmental policies, procedures, and practices.

Supervises outside plant (OSP) monitoring, ticketing, change management, work prioritization, and dispatch of Maintenance Technicians to address and repair service and plant incidents for the Hybrid Fiber Coax (HFC) network.

Participates in system enhancements for performance, helps identify ways to improve call and truck roll avoidance, MTTD, MTTR etc. and increase effectiveness of the Field Maintenance workforce.

Interviews and assists with the selection and training of new ROC specialists.

Analyzes phone, email, IM and other transactional metrics to identify and implement internal/external customer support process improvements and efficiencies.

Assists in the assessment of web based tools to enhance work flow and operational effectiveness.

Documents, compiles, and correlates various reports, including outage logs, on-call updates, degradation reporting, quality control, corporate reports, trouble call reports to improve customer service and overall performance of the ROC team.

Communicates pertinent information including work flow issues, outages, etc. to other systems and functional groups to enhance operational efficiency while following the ROC Playbook.

Performs other duties as assigned.

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Ability to manage a diverse employee base

Ability to accept constructive feedback and promote a positive company image

Organizational and motivational skills, including the ability to prioritize work

Excellent customer service skills and initiative

Written and oral communication skills, including the ability to interact with all levels of management, staff and the public

Ability to work effectively across organizational boundaries as needed to resolve issues

Can contribute positively as part of process improvement teams and system/software implementation projects

Ability to review, analyze, and audit report and information output for accuracy and efficiency

Ability to define and solve a variety of problems by collecting data, establishing facts, and drawing valid conclusions

Ability to interpret technical instructions and reports in mathematical or diagram form

Intermediate understanding and knowledge of HFC networks, WiFi networks, Fiber Optic topologies, and Converged networks

Knowledge of and proficient in the use of common software applications such as: Microsoft Office Suite, Instant Messaging, etc.

Knowledge of generally common monitoring and ticketing tools such as Remedy, Eventrak, Unified, and TTS preferred

Working knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing Industry concepts and issues

Must understand all Charter policies and procedures

Must be able to write routine reports and correspondence

Ability to distinguish and identify various colors to identify multiple alarm states in tools and software

Ability to work independently and as part of a team

Education

High school diploma or equivalent

Two-year degree or certificate with emphasis in telecommunications or IT preferred

Completion of SCTE broadband and network maintenance related courses preferred

A+, N+, and/or MCSE or related certifications preferred

Related Work Experience Number of Years

Telecommunications-related Technical or Dispatch Operations, Network 4

Operations Center or other relevant experience

Prior supervisory experience preferred 1

WORKING CONDITIONS

Office environment

Must be able to work all shifts including evenings, weekends and some holidays

EOE

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability


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Creates node level tickets and SRO's from daily Node Health Reporting Performs 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. Responsibleforrouting and dispatching Maintenance Techs. Provides support to fix agents in the field, and resolves requests received from the fix agents. Creates, manages and resolvesSROsfor 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. Responsiblefor pre-implementation approval and processing of basic coax change activity including Pre/Postsnapshots, E911checksfor 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 Spectrum New York City NY

Sup, ROC

Time Warner Cable