Enterprise NOC Lead

Position Description 
 
This individual will be responsible for working directly with ENOC management,working highly escalated issues,interfacing with our engineering teams, as well as our support vendors like Cisco. This individual will be a designated SME for Transport, Ethernet and MPLS technologies.This individual will serve as the top escalation point for critical issuesengaging appropriate teams and conference bridges for immediate remediation of large impacting events. This individual will be required to perform maintenances and intrusive testing for in depth issues to isolate and resolve.  

   
Illustrative Accountabilities 
 

• Take escalations from the NOC engineers and customers that require more in depth focus and troubleshooting knowledge to restore services timely.  

• Deep dive issues and make appropriate configuration changes and conduct intrusive testing to isolate the root cause for outages on technologies including Optical Transport, Switching, Routing, MPLS, Traffic Engineering, and EBH. 

• Collaborate with Backbone Engineering, Regional Engineering, Transport Engineering, Vendors, and B2BEngineering for design issues. 
• Proactively review the network for SPOF as well as collapsed configuration designs and suggest augmentation to provide full redundancy of services.  
• Reroute traffic as needed on our optical transport clients, review PMs, OTDR traces to isolate issues, and provide guidance on next steps to resolve.  

• Leads will take managementescalations from our customer and provide updates engaging internal management as needed. 

•Responsible for conducting QA’s on all impacting cases to ensure accuracy of resolution and time durations.   

•As SME’s this individual is responsible for conducting periodic trainings and providing feedback of understanding for NOC engineers to help bridge gaps in skillsets. 
•Responsible for joining network level impact bridges conducted by our counterparts and provide suggestions and feedback for restoration as well as assist in coordinating resources.   

•Assist ENOC management with team metrics monthly to be reported up to executive leadership.  

•Assist ENOC Management with pulling customer metrics and reporting to include monthly y.1731 reports, Quarterly business reviews for our performance related to MTTK, MTTR, and number of events.   

•Attend and provide valuable feedback on process and project calls assisting ENOC management in pushing projects to completion.  

• Conduct maintenances to include intrusive testing and impact remediation.  

•Submit change requests for tools improvements as well as join the maintenance bridge on night of implementation to conduct validation testing and sign off.  

•Correlate chronic issues for roll up to ENOC management.  

• Ability to work during Monday to Friday with available on call as needed.  

 
Job Qualifications 

• High school diploma or equivalent  
• Strong teamwork skills and a systems approach to technology support  

• Strong troubleshooting skills, including CCNA / CCNP caliber proficiency in Routing, Switching, and alsoOptical Transport, MPLS, Traffic Engineering, Carrier Ethernet, EBH. 

• Deep knowledge of carrier industry standards, including ability to interpret MSA and SLA requirements in light of carrier industry standards 

• Excellent communication, follow up and interpersonal skills 
• Ability to diagnose a networking failure that results in unavailable service to the customer and ability to take appropriate steps to correct them 
• Excellent follow up and time management skills 
• Strong customer service skills as well as a demonstrated attention to detail 
• Ability to work independently and able to use sound judgment when solving problems 
• Skill in using a Windows-based computer 
• Proficient using spreadsheets and word-processing 
• Ability and willingness to learn new technologies and skills, as well as adapt to changing environments. 
 
Work Experience  

• Experience with Cisco routing and switching, is a required. 
• Requires strong hands-on technical knowledge of network operations, products, and services. 

• Experience with transport technology/software (Cisco, Infinera, Nokia) required.  

• Prior EBH Backhaul experience required. 
• Prior customer care experiencerequired.