Position: Manager, Carrier OperationsPosition Overview:This position's primary responsibility is to manage the people and enforce processes related to event and problem handling on their specific shift. This role will also work closely with the third-shift Sr. Manager to ensure event and problem is being addressed according to established processes. This individual will ensure the NOC meets established internal and external customer requirements as documented in interface agreements regarding service uptime, mean time to repair, issue acknowledgement, ticket documentation and root cause analysis. This position is responsible for constantly reviewing current and potential tools and processes to provide continual improvement of the NOC's handling of events, outages or ticket requests. This person will work as a team member within the larger context of Network Operations and Mediacom to advise and guide peers and customers on processes related to this role.
Company Benefits:Along with that rewarding feeling, you'll be given the Power to Succeed in your career while enjoying ongoing training and a generous benefits package designed to be flexible and relevant to your needs. You'll find all sorts of advantages to joining the Mediacom team including:
- Health, vision, and dental insurance!
- Paid vacation, holidays and flex paid time off!
- 401K with generous company match!
- Employee discounts on Mediacom services, where available. In areas where Mediacom services are not available, a reimbursement of internet/cable services are provided!
- Education Enrichment up to $5,000 per year for qualified employees!
- Employee Wellness Program!
Position Responsibilities:- Provide direction and written processes to Network Operations.
- Ensure consistent ticket information to provide useful and accurate outage reporting for the business.
- Manage the creation and accuracy of outage report information, which is reviewed by the business in real time each week.
- Working with managers who represent other aspects of the NOC's functions to ensure event management has a full understanding of the service provided by the NOC and for use towards troubleshooting.
- Ensure the creation, review, completion and timely distribution of root cause analysis requests within the requirements established by internal and external interface agreements and contracts.
- Consistently keep informed of technological or process innovations that can reduce cost, time-to-restore or improve employee experience. This includes the recommendations that stem from root cause analysis documents.
- Work with internal groups and external vendors to set and meet requirements set by the business.
- The person will communicate technical, as well as business issues and status to Sr. Management.
- Other duties as assigned.
Position Requirements:- Ability to work well under stress and follow detailed procedures, as well as possess good decision making skills.
- Two plus years practical experience using Remedy, or similar, ticket application.
- Experience with ITIL 3.0 with regard to processes.
- Two plus years experience working in a Network Operations Center.
- Practical experience with event and problem management procedures and tools, such as Netcool, SolarWinds or equivalent systems.
- Previous Cable TV/Broadband and/or Telecommunications experience a plus.
- Understanding of VoIP, High Speed Data and optical transport infrastructure components.
- Proactive, can-do attitude with excellent analytic skills.
- Excellent verbal and written communications skills.
- Two plus years experience working in a 7x24x365 support environment.
- Ability to work in a team environment.
- 2+ years supervisory or above experience in a NOC environment.
- Must have motivational skills and people management skills.
- Detail and team oriented.
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