ROC Specialist IV
JOB SUMMARY
The ROC Specialist IV performs and directs advanced Outside Plant (OSP) Hybrid Fiber Coax (HFC) and Fiber network surveillance, alarm intake triage, collection, and collation of key information for work order management in all operational conditions regardless of complexity. The role ensures the methods employed to restore services are effective, time-efficient and within company specifications. Acts as the subject matter expert for Lighthouse system alarms, Xpertrak, Continuity applications, telemetry, network topology and all related data sources, collection methods and definitions. The ROC Specialist IV is the main technical point of contact to leadership during high volume, high impact, and disaster recovery events.
MAJOR JOB DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Designated point of contact (POC) for all aspects of fiber outage management, including the engagement of OSP fix agents, NOC support, leadership updates, and be escalation contact for Field leadership.
Ability to take an ownership as the POC for fiber management, with an initiative-taking approach in fiber communication with all involved parties and departments.
Ability to articulate clear, progressive, and timely updated information to executive leadership.
Manage documentation for all notification and update avenues, including Remedy, Everbridge, email, postmortems, and Next Day Summary reporting.
Correlate, host, and manage multi-partied Fiber conference bridges to escalate troubleshooting and repair efforts with other teams and boundary partners.
Ensure compliance is achieved for Fiber event closure, including Fiber indication in the Lighthouse order, Fiber survey template entered correctly in the Remedy ticket, proper as-built submissions, and Postmortem documentation.
Utilize Fiber knowledge-based judgement calls for escalation needs as they arise to aid in speedy Fiber recovery.
Maintain a Customer Centric Mindset to guide OSP in resolution.
Facilitate NORS/FCC regulatory reporting and adherence to FCC reporting timelines.
Proficient and professional written and verbal communication skills, as well as precise phone etiquette required.
- Advanced HFC and fiber surveillance skills.
- Function as Point of Contact and liaison with other internal and external departments.
- Assist in complex Incident and Change Remedy ticket management.
- Performs complex troubleshooting, analysis, triangulation, and correlation of HFC network.
- Perform notification and communication of incidents using established protocols and support systems as defined in the ROC Playbook or by the ROC management team and supports others performing this function.
- Coordinates fiber event management including correlating impact, dispatching fix agents, and communicating frequent updates to leadership.
- Excels in a challenging work environment, under all conditions including major storms and disaster recovery, prioritizes outages and impairments and provides direct fix agent support to minimize the resolution time of difficult outages or impairments in accordance with established standards.
- Communicates and escalates issues and concerns pertaining to network events to leadership.
- Escalates network/tool issues outside of the ROC control and collaborates with others to resolve network, software, and hardware issues.
- Monitors and escalates instances of high network volume for effective utilization of resources to meet our commitments.
- Responsible for work order management activity and documentation in accordance with ROC playbook.
- Acts as the technical point of contact (POC) for ROC associates when a supervisor is not on duty; acts as the technical POC within the ROC department and in support of Field resources.
- Provides training and feedback to ROC employees to improve overall technical knowledge and provides feedback and recommendations to management on training needs as appropriate.
- Performs other duties as assigned.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Expert level knowledge of Lighthouse, CARS/Remedy, Viavi XperTrak and Continuity.
- In depth knowledge of ROC Playbook on processes and procedures.
- Ability to read, write, speak, and understand English.
- Demonstrated customer service skills.
- Ability to meet all requirements and regularly perform all functions of the ROC Specialist III.
- Substantial knowledge of HFC network concepts, DOCSIS and end-user support principles.
- In depth knowledge of fiber troubleshooting procedures and knowledge of fiber design tools and principles.
- Ability to work well with others as part of a team environment and have an elevated level of self-awareness and emotional intelligence.
- Ability to effectively manage multiple projects/outages simultaneously, including communications to internal and external customers, locating resources, setting priorities, and managing to SLAs.
- Ability to develop conclusions and offer solutions based on outputs from network alarming and management tools.
- Ability to use online knowledge systems and search for reference procedures and work aids (i.e., paperless resources) ROC Playbook.
- Ability to read and interpret HFC and fiber plant schematics/prints using Magellan
Required Related Work Experience and Number of Years
- Successful completion of NCTI ROC I-IV coursework and practical knowledge assessment.
- Cable/telecommunications experience (Field Ops, HFC plant troubleshooting or Maintenance Tech) experience - 4+ years.
- NOC, Dispatch, Call Center Tier, or Help Desk support experience - 4+ years.
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
The base pay for this position generally is between $21.85 and $40.10. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
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