Regional Operations Center Specialist II
JOB SUMMARY
The ROC Specialist II focuses on both outages and impairments, performs intermediate to complex first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network surveillance, alarm and intake triage and correlation, collection and collation of key information, ticket and SRO creation, dispatch, fix agent support, and ticket/SRO resolution. The role leverages alarm, telemetry, network topology and other data sources to identify network outages and impairments to minimize Mean Time to Repair (MTTR) by directing the repair technician to a location within 1,000 feet of plant to the root cause of the issue. It also ensures the details and information provided to the fix agent drive reduced restoration times, improved fix agent efficiency, safe restoration and work practices and compliance with all company specifications, policies and the ROC Playbook.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Performs all duties and responsibilities of a ROC Specialist I as needed.
Performs surveillance of HFC network using all applicable ROC systems, telemetry, alarms, topology, tools and other sources of information to identify all network outages, impairments and other issues, document and prepare tickets and SRO’s, engage the appropriate fix agents and minimize customer impact of any service interruption or network impairment.
Understands HFC architecture and the how the various alarm sources and other available data relate to specific outage and unique impairment conditions.
Understand the fundamental HFC performance measurements such as those used in the Node Health calculation, how the data is collected, how the results are calculated, which components and/or conditions contribute either positively or negatively to variances and how the various measurements interrelate with each other.
Performs intermediate to complex troubleshooting, analysis, triangulation and correlation of HFC network impairments and outage events in accordance with the Regional Operations Center (ROC) Playbook.
Reviews node performance history and creates tickets and SRO’s for impairments including node and device level data.
Proactively monitors telemetry and alarm patterns to identify persistent or intermittent problem areas, takes action to document, ticket and directly manage to resolution.
In a fast paced environment and under normal conditions, prioritizes outages and impairments based upon established standards and works directly with fix agents to minimize resolution time.
Triages, reviews and validates incoming requests from boundary partners such as the Comm Desk, ENOC, NOC, RCC and ISP.
Performs notification and communication of network events using established protocols and support systems as defined in the ROC Playbook or by the ROC management team.
Tracks and manages outages and impairments to resolution and manages HFC Change tickets in accordance with all guidelines and procedures described in the ROC Playbook.
Communicates the status of outage events and escalates as necessary in accordance with established standards and the ROC Playbook.
Responsible for routing and supporting Maintenance Techs.
Creates SROs for all activities routed to a maintenance technician from all work sources either through automation or manually including activities that may be ticketed in another system such as Remedy or any other ticketing process.
Manages Line Escalations in a proactive fashion and ensures a positive ownership transfer between the initiating technician and the assigned maintenance technician including positive customer contact.
Identifies, documents and internally escalates issues related to groups outside the ROC where additional coordination is needed and assists as needed.
Takes appropriate action and/or works with the appropriate teams to set up phone call deflection in the IVR and trouble call blocking for ROC-owned issues in accordance with ROC Playbook.
Communicates and escalates issues and concerns pertaining to events and maintenances.
Interacts with the Customer Care, COMM Desk and other functional groups to solicit relevant outage and impairment information and request (or initiate) bulk customer notifications.
Manages outage bridges for more complex events such as large coax events or basic fiber cuts in an organized and professional fashion.
Provides support and information gathering during disaster recovery and large outage conditions.
Participates on conference calls during disaster recovery to ensure proper coordination.
Communicates the status of outage events and escalates as necessary in accordance with established standards and the ROC Playbook.
Promptly escalates issues and collaborates with others to resolve software and hardware issues.
Validates incoming coax HFC change documentation and works with the field to ensure change ticketing is accurate, complete and properly anticipates associated risks.
Identifies conflicts in basic coaxial change work and assist in de-confliction.
Responsible for approving at time of implementation and processing all coax and basic fiber network change activity including Pre/Post snapshots, E911 checks for all network interruptions and validation of service restoration
Drives continuity, standards and compliance with the company's Network Protection Policy (NPP), Preventive Maintenance Plan and Fiber Restoration Plan for field engineers and technicians.
Identifies and owns performance bottlenecks and works with Field Engineering for correction.
May be asked to assist in on-the-job training of other ROC Specialists as necessary.
Performs other duties as assigned.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Demonstrated customer service and communication skills
Ability to meet all requirements and regularly perform all functions of the ROC Specialist I
Demonstrated knowledge of HFC network concepts, DOCSIS and end-user support principles
Ability to communicate professionally, effectively, and courteously with customers and coworkers using a variety of communication formats (email, chat, in-person, telephone)
Troubleshooting and/or problem solving skills to effectively analyze and troubleshoot common HFC related issues by interpreting data outputs from multiple tools
Ability to work well with others as part of a team environment
Ability to effectively manage multiple projects simultaneously, including communications to internal and external customers, locating resources, setting priorities, and managing to SLAs
Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists
Demonstrated knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing industry concepts and issues
Demonstrated knowledge of desktop computer hardware and software (e.g. monitoring tools) used to analyze network performance
Ability to use online knowledge systems and search for reference procedures and work aids (i.e. paperless resources)
Ability to write routine reports and correspondence and create or produce reports outlining specific trends in the HFC network to efficiently resolve plant issues
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Ability to distinguish and identify various colors to identify multiple alarm states in the tools and software utilized in the ROC environment
Ability to work independently and as part of a team
Ability to read and interpret HFC plant schematics/prints preferred
Required Education
Two-year degree or certificate telecommunications
Required Related Work Experience and Number of Years
Cable/telecommunications experience (Field Ops, HFC plant troubleshooting or Maintenance Tech) - 2-3
NOC, Dispatch, Call Center Tier or help desk support experience - 2-3
PREFERRED QUALIFICATIONS
Preferred Education
Two-year degree or certificate with telecommunications or IT emphasis
Completion of SCTE broadband and network maintenance related courses
A+, N+, and/or MCSE or related certifications
Preferred Related Work Experience and Number of Years
ISP and/or broadband environment support experience
WORKING CONDITIONS
Office environment
Ability to work all shifts including evenings, weekends and some holidays
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.