Network Operations / Service Assurance Specialist II

Service Assurance Support II

Role Summary

The primary responsibility of the Service Assurance Support II is to provide advanced technical support by functioning as a part of a 24x7x365 operations environment.

This is a highly specialized support organization responsible for the daily operations of a Service Provider. This role requires the use of applied technical knowledge and practical experience to resolve complex issues. This role will be responsible for correlating incoming tickets, proactively discovering trends or issues impacting a greater customer segment and then extrapolating that data to determine if these events are tied to a larger incident.

This role requires a high degree of proficiency with the incident management process as they will be expected to manage fix agents, boundary partners and leadership communications during an extended event. This role will also require familiarity with incident management, change management, problem management, and other ITIL processes. This role assists with change conflict mitigation, knowledge management and other ITIL process and documentation needs.

The Service Assurance Support II must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties. Excellent communication skills are expected as the role will require translating technical issues for technical and non-technical audiences.

Primary Responsibilities and Accountabilities

• This role is an OVERNIGHT shift. Working Wed - Sat 8pm - 6am

• Must be able to work shifts as assigned in the 24/7 operations.

• Functions on a 24-hour call-in basis in the event of serious incidents, as required.

• Provides advanced technical support, customer and product support and problem resolution for the Cox network encompassing residential, Cox Business and Enterprise platforms and services.

• Monitor network and other infrastructure traffic and performance while maintaining a high level of customer satisfaction by providing services fully compliant with the Service Level Agreements (SLA) and minimizing impact on customer service and driving restoration of these issues.

• Resolve incidents within defined time and escalate unresolved incidents to appropriate fix agents.

• Manages internal phone queues to assist with live troubleshooting in accordance with defined service level agreements.

• Track, re-direct and escalate the workflow of incidents to subsequent support levels as needed to restore/repair incidents.

• Validate operational success of deployments/maintenances.

• Comply with established Change Management and Incident Management processes.

• Performs as Incident Commander for outages as required, to ensure effective and timely communications and coordination of resources (e.g. Technical Support Office, partners, customer) and required notifications.

• Responsible for assisting with After Action Reviews post-service affecting (Critical, Major) or high visibility events.

• Validates network or other infrastructure redundancy through ongoing testing as necessary.

• Open cases with hardware vendors and Drive for solutions within required SLAs

• Applies advanced skills to resolve complex incidents independently.

• Adherence to applicable legal, regulatory and security policies

Minimum:

• High School Diploma/GED and 3 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline; or 5 years’ experience in a related field

• Troubleshooting experience with telecommunications related technologies (e.g. HFC, video, voice, data, transport, IT and other related equipment)

• Advanced knowledge of relevant protocols (e.g. SIP, MCGP/NCS, SS7, DHCP, IP Networking, and Telephony Switching Platforms)

• Advanced knowledge of relevant tools/analyzer programs (e.g. Hammer XMS, Wireshark, etc.)

• Excellent analytical skills with attention to detail

Preferred

• Familiarity with element management systems for data and transport equipment

• Familiarity with monitoring and ticketing systems

• Familiarity with Event/Incident/Problem/Change Management processes in MSO environment

• Bachelor’s degree in technology field, electronics, or a minimum of two to four years of experience supporting high-availability services in an ISP, Enterprise, or MSO Network Operations environment.

• Two years of experience with Event/Incident/Problem/Change Management processes in MSO environment along with technology certifications

• Demonstrated peer leadership capabilities.

• Understanding of routing protocols (i.e. BGP, EIGRP, OSPF, TCP/IP)

• Cisco Certified Network Administrator (CCNA), Juniper Networks Certified Internet Associate (JNCIA) or Alcatel Lucent Technologies (ALU) certifications, Linux, SYS Admin

• Experience troubleshooting RF networks with a focus on tracking and resolving issues.

• Hands-on experience with Cisco, Juniper, Motorola data products and/or Alcatel-Lucent, Infinera, and Fujitsu transport products

• Hands on technical experience with PBX systems with working knowledge of terminology, and processes associated at a vendor level maintaining one of the above types of systems.
  

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today!

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Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

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