Area DescriptionGFiber's mission is to deliver abundant internet on networks that are always fast and always open with products that are easy to understand and clearly priced. We believe customers deserve a better internet experience and everything we do is focused on providing just that. On our team, you'll work in an environment that's redefining the status quo in the Internet industry. On GFiber's Incident Management team, our NOC engineers resolve outages efficiently with their knowledge of network protocols, configurations, and troubleshooting techniques. This translates to shorter periods of downtime, preventing outages altogether, or identifying them in their early stages, minimizing downtime and improving customer experience.
Role Description As an Incident Manager, you'll perform ticket administration, event correlation, diagnostics, issue repair, ensuring incidents are prioritized based on their business impact and customer satisfaction. As a Single Thread Owner, you will respond to all reported incidents initiating the proper management process with the appropriate teams to restore service as quickly as possible by developing and implementing incident resolution plans. You'll have the opportunity to interact with internal stakeholders across different shifts and teams, sharing regular reports on incident metrics, post mortems, industry updates, influencing efficiencies and more.
In this role, you'll:- Lead the end-to-end remediation of all high severity events (critical escalation paths, compliance with on-call duties, vendor rolodex, augmentation of existing support models from vendors, and post mortem management).
- Initiate and lead war room phone calls with cross-functional stakeholders, including but not limited to: network engineers, system administrators, customer support, and management to drive resolution.
- Delegate tasks, track progress, and hold stakeholders accountable for timely completion of assigned actions.
- Run stakeholder comms and deliver written summaries and reports to executive leadership teams about the incident status, progress, and estimated time to resolution (ETR).
- Assist in the generation of automation. Identify, triage, and implement preventive measures to reduce the frequency and severity of incidents and all "chronic/repetitive" issues, assisting in the generation of automation.
- Generate post mortem/RCA, identifying lessons learned, actions and drive to fruition, and regular reports on incident metrics, including response times, resolution rates and KPIs to track improvements in MTTR.
At a minimum we'd like you to have:- Bachelor's degree in Computer Science, Engineering, telecommunications, a related field, or equivalent practical experience.
- 3 years of experience with network routing protocols, design and troubleshooting, with network equipment providers.
- Experience with network monitoring, ticketing systems, triaging escalation tools, and troubleshooting tools.
- Experience with TCP/IP networking concepts, including BGP and OSPF routing protocols, switching and DHCP.
- Ability to work non-standard working hours including nights, weekends, holidays, and differing work rotations/shifts.
It's preferred if you have:- Experience in incident management, including leading war room calls, driving communication with stakeholders, preparing executive summaries, and providing timely updates and estimated time to resolution (ETR) during network outages or critical incidents.
- Technical certifications, such as Nokia (ONC or NRS), Ciena(CE-A or CE-P), MEF CECP, Juniper (JNCIA or JNCIP), FOT, FTAA, DCI, WNT or MRT.
- Experience in Radio Engineering incident management and switched network implementations.
- OSS Functionality (Fault Management and ticket administration).
- Understanding of CWDM/DWDM theory (C-band, L-band, wavelengths), linear and ring topologies, network hierarchy, optical and routed Networks, and ITIL knowledge.
- Experience with the following equipment: CWDM/DWDM; Ciena Waveserver; Juniper MX/QFX/PTX, Nokia 7x50, Adtran/Nokia PON/OLT/ONT.
The US base salary for this full-time position is between $134,000 - $152,000 + bonus + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.
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