The Tel West Network Operations Center (NOC) is a triage/monitoring center for Tel West’s facilities based infrastructure throughout Dallas, Austin, Houston, San Antonio, and Corpus Christi.
The ideal candidate will be able to thrive in a fast paced and dynamic environment.
Position's major duties and responsibilities
• Manage a team of NOC/Repair techs that are directly responsible for all activities that pertain to the day-to-day operations of the NOC/Repair to include field, dispatch, and follow up of service related trouble calls transferred from Customer Care, monitoring the internal and external network to ensure that faults, alarms, outages, and degradations are escalated, notified, ticketed, and worked cooperatively with other departments, technicians, and customers.
• Manage/train NOC technicians to be professional, extremely friendly, knowledgeable and responsive to our customer’s inquiries or trouble
• Provide order processing, technical support, and training to team members and internal customers. Provide process knowledge for voice and data applications focusing on order quality, method and procedures.
• Manage personnel and productivity; provide weekly KPI statistics to include ACD calls received, handling-closure time, quantity of activities, quality based on customer feedback, and customer satisfaction with representative. Give feedback and train reps on improving performance.
• Provide reporting to management on productivity and quality measurements by staff member.
• Review network outages and issues with Field Operations and Network Engineering groups to facilitate the reduction of outages by establishing or changing new or existing procedures.
• Provide trending, reporting, and outage/issue analysis support to executive staff and other departments in order to facilitate the reduction of outages and increase network reliability. This includes establishing and maintaining a process to notify internal customers and managers of network events and outages. Providing reviews of outages and following up with other business units on action items to increase network reliability is also required.
* Professionally handle/manage daily customer escalations with focused & frequent follow-up insuring complete resolution while minimize repeat or chronic service related issues.
• Establish and maintain documented procedures and instructions that the NOC/Repair technicians use as a basis for performing daily operating procedures. Perform periodic reviews of these procedures and guidelines to ensure that they are updated with the most current operating procedures. Such procedures should include four primary document procedures covering Disaster Recovery, Network Outages, Maintenance Activities, and Ticketing prioritization/requirements.
• Manage the “change management” process related to scheduled and emergency maintenance notifications for internally initiated Tel West MOPs or externally generated vendor maintenance notifications that could potentially impact existing Tel West customers’ services. Work with Field Operations and Engineering groups to insure and verify any impacted customers’ services are restored post maintenance.
• Work cooperatively with departments to ensure network monitoring and alarm procedures and guidelines are established and maintained. Efforts are directed at ensuring network platforms and systems are monitored via Tel West's NMS and that the NOC/Repair team is working to provide support to the other departments and Tel West customer needs.
• Hire, train, and supervise operations staff to ensure that established procedures, operations requirements, and private lines customer support is performed IAW established procedures. This includes ensuring that the NOC is staffed appropriately and providing support to NOC techs.
• Perform other managerial duties as required
Dimensions and Scope - Supervision
(Received and/or required. Specify exempt or non-exempt)
• Perform day to day activities with minimal supervision.
• Adhoc projects as supervisor may see fit
Typical Demands
(Describe all of the following in this section)
* Physical demands (Physical effort and sensory perceptions required, e.g., lifting, stooping, bending, talking, hearing, travel requirements, etc.)
• Able to sit for extended periods. Some travel may be required for training or technical support for other markets.
• Interface with vendors related to installation, turnup, repair of acquired facilities.
• Expected outputs (e.g., number of words typed per minute, number of sales reservations per week, etc)
• Maintain or exceed operational objectives.
• Call customers personally each day with repeat trouble/repair/calls to ensure customer satisfaction.
• Monitor call volumes and staff accordingly to answer all calls (except during an outage)to a target of less than 30 seconds and trend call volumes to avoid overtime.
• Manage service related churn to less than 30% of overall monthly customer churn
• Manage MTTR for service outages to less than 4 hours.
*. Mental demands (mental processes which the employee must perform in order to accomplish the job, i.e. cataloguing, inspecting, calculating, etc.)
• Ability to work calmly under stressful situations. Maintain professional attitude when working with interdepartmental personnel, vendors, key suppliers, and customers.
• May be tasked with multi-tasking and balancing several projects at the same time.
• Can think strategically and make good decisions under pressure
• Recognizes and rewards the contributions of others
• Capable in high pressure situations; can be resilient and optimistic.
• May be required to work extended hours and shifts over the conventional 8 hour shift
Qualifications
• Must have working knowledge of class 4/5 switching platforms, translations, and architecture, SS7, SONET, DS0/DS1/DS3/OC-N, SS7, DACS, signaling, multiplexing, transport, DC power plant, and co location. Data Networking experience is a plus involving Cisco networks and equipment, ATM, and IP/VoIP.
1. Minimum education
• BS/BA preferred
2. Experience, knowledge and skills
• 5-10 years network operations center management experience.
• A thorough understanding of Class4/5 switching architectures and translations,SS7/ISUP translations & architecture, Optical DACS provisioning
required, circuit testing and troubleshooting from DS1 to OC-N facilties required
* Strong facilities based transport provisioning and troubleshooting knowledge; Must have proficiency in operating remote test sets (T-Berd 310, 224,
etc.; Strong understanding of circuit design engineering, CLR interpretation required.
• Strong transport background; Provisioning experience on Fujitsu 4500 & Cisco 15454 multi-service platforms a MUST - Knowledge of operation of
Lucent FT2000, DDM 2000, a plus
• Taqua T7000, Broadsoft, and Lucent 5ESS experience and/or related translations provisioning and troubleshooting experience with business class or
enterprise subscribers a MUST.
* Must have a strong knowledge of POTS, GR303, CAS, VoIP protocols (SIP, MGCP, H.323), H.248,
* Strong knowledge of PRI's, Q.921 link layer, Q.931 signaling protocol, call trace, D-channel capture, call troubleshooting, troubleshooting subscriber
premise equipment (PBX, IP-PBX's (Asterisk based a plus), VoIP codecs, T.38 Fax relay standard,
PBX's, IADs, Voice Gateways, Key systems, various legacy channel banks, ATA's, etc.
* Must have proficiency in packet capture/ethereal analysis tools.
• Data Networking experience with Cisco networks and equipment
• Strong analytical, PC, and communications skills are also required
• Strong reporting and presentation skills.
• Ability to work simultaneously on multiple projects.
• Must demonstrate the aptitude for data network/ATM/Router/IP/VoIP
• Ability to work troubles to resolution in a timely manner.
3. Special training, Certifications
1. certification and licensing Lucent certificate
2. CCNA, CCNP
3. ATM/SONET
4. Optical Carrier Systems
5. VoIP
VI. Working Conditions
• Required to be accessible by cellphone or pager 24x7
• May be required to work some weekends
- Location: Austin
- Compensation: Up to $30/Hr. This is an Exempt Position (Pay commensurate with experience)
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.