Voice Engineer, NOC Operations

Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)

Job Summary

About the TEAM:
The Communications Engineering (ComsEng) organization focuses on designing, testing, deploying, and operating voice and unified communications products for residential, and commercial consumers. The Platform Optimization (PO) team plays a critical role in the day-to-day operations of ComsEng platforms and applications by supporting production change processes, resolving technical issues resulting in customer escalations, embedding in the daily work of platform engineering teams, and resolving incidents created by the associated platforms. The PO team also provides critical strategic guidance to optimize platform, process, and network performance by performing RCA on chronic issues, reducing alarm noise, and setting appropriate event thresholds to prompt action to prevent / mitigate customer impacting issues

Job Description

Responsible for operating, handling and supporting high profile Commercial customers and network services as well as associated infrastructure in a 24/7 environment. Examples of infrastructure include but not limited to IMS, Broadsoft, Sonus SBC, ALU, TDM, MGC/MGW, and 911 special services.

What You'll Do:

• Responsible for operating, deploying, managing and continuously improving Comcast's Voice, Video, Commercial, Data, Home Security, Systems and Network services as well as associated infrastructure in a 7/24 environment.

• Examples of infrastructure include, but are not limited to: routers, CMTS, switches, optical and TDM transport, applications, servers, IP scopes, databases, etc.

• Position focuses on deploying and stabilizing code, technologies, services, networks, systems, tools and driving standardization, automation and service focused instrumentation.

• Provide subject matter expertise, resolves complex break/fix scenarios, engaging broader teams as necessary; partners with/leads engineering, vendors and regions to achieve continuous improvement.

• Serve as high-tier operations support for various field, CARE, vendors and customer-focused organizations. Contributes to command and control-related activities focused on restoration of complex outages, communication across Comcast and rapid restoration.

• Works and directly leads external vendors, third parties and associated agencies, when necessary, to address issues across the PSTN, peering arrangements, inter-operability issues, etc.

• Works with limited supervision and direction while executing associated functions and responsibilities. Follows operational practices and independently determines/develops approaches for non-routine solutions.

• Receives general direction in areas of focus. Serves as team lead on projects.

• Proactive/Reactive monitoring of Comcast’s Commercial Network Core/Edge devices using various Element Management tools (Spectrum, IRIS, SevOne, etc) to isolate and solve all network related issues

• Process all customer calls/emails and take ownership of issue until resolution

• Solve network outages, network latency, or equipment failures

• Setup dispatch and solve issues with local field operations to resolve issues

• Direct efforts so as to maintain service Mean Time to Repair (MTTR) within regional or contractual standards

• Knowledge of Voice Networks: SIP, IMS, SS7, TDM, Trunking

• Open and update Tickets using: Remedy, MetaSolv, Cramer, SNOW

• Good Analytical/Communication/Solving Skills

• 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.

• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.