Network Operations Center (NOC) Engineer

Comcast’s Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. Because our employees are our most valuable asset, we offer a flexible working environment to balance the need to work independently wherever you choose, with days that require collaboration at one of our offices. Our roles primarily reside inside or around one of our Tech Hubs (Philadelphia and surrounding suburbs, Denver, Austin, Silicon Valley, Washington DC/N. Virginia).

Job Summary The Technology, Product, Experience (TPX) organization works at the intersection of media and technology and our innovative teams are continually developing and delivering products and next-generation technologies that transform the customer experience. The Comcast Network and CONNECTivity (CONNECT) organization is a highly agile, fast-paced, dedicated group at the forefront of change focused on innovating, building, and operating the best in class, most reliable access network for our customers. A Network Operations Center (NOC) Engineer is responsible for working on a shift of 4-5 Techs/Engineers at a time and for minimizing system downtime, performing real time surveillance of the network and notifying customers of scheduled and unscheduled outages. An important measurement of performance is ensuring the customer’s expectations of service are met. The Network Operations Center (NOC) serves as the first point of contact for the customer on all system and network related issues. Since the Network Operations Center is a 24X7 operation, these positions require shift work. All applicants will be required to work shifts, weekends, and holidays.

Job Description

Core Responsibilities

Problem reporting and resolution.

Performing daily routine checklists.

Monitoring computer Network customers

Tracking of system performance and problem troubleshooting.

Liaison to various customer Network Control Centers.

Incident management and outage recovery.

Proactive/Reactive monitoring of Comcast’s Commercial Network Core/Edge devices using various Element Management tools (Spectrum, Ericson Experience Manager, SevOne, etc) to isolate and troubleshoot all network related issues

Process all customer calls/emails and take ownership of issue until resolution

Troubleshoot network outages, network latency, or CPE failures to resolution

Setup dispatch and troubleshoot issues with local field operations to resolve customer/network related issues

Direct efforts so as to maintain service Mean Time to Repair (MTTR) within regional or contractual standards

Skills in Areas of Focus: SYSTEMS Design, code, test, deploy and evaluate highly reliable programs/scripts in Perl, C, C++ etc. Administers and deploys configuration changes in a WebLogic, Unix, Linux environments. Develops and implements fail over procedures to mitigate impacts resulting from failures in the application or infrastructure. NETWORK Load balancer, firewalls, routers, CMTS, associated protocols, advanced troubleshooting, protocols, multi and uni-caste, MPLS, IP management, DNS, traffic management and sparing. VOICEPSTN, SIP, routing, Cedar Point, Cisco, IMS, SS7, carrier to carrier troubleshooting etc. COMMERCIAL Axerra, Ciena, Juniper, Layers 1, 2, 3, ENS and associated services. VIDEODSG and 2way conduit applications, channel migration from the headend to the CRAN, set-tops, IP video deliver i.e. RPD’s, OM-1000’s and NC-1500’s, MPEG troubleshooting, through a variety of highly complex analytical duties in the testing and evaluation of Comcast’s network.

Directs third party agencies (i.e. AT&T, Verizon) while troubleshooting and resolving complex troubles focusing on rapid restoration. Devises and implements strategies for solving technical issues directly impacting internal and external customers or increasing performance across eco-system.

Supports all the XNOC tools and alarms; analyzes systems needs and determines prioritization of break/fix scenarios; implements code changes and suggests improvements. Ensures the availability of networking services; studies, evaluates, analyzes, monitors the network and services to determine problem areas and/or areas of concern. Monitors, isolates, triages and resolves outages and impairments.

Provides clear, crisp and concise technical communication and coordination during low level outage scenarios.

Directly executes changes, in the network and across systems, focused on deploying new services, implementing changes and stabilizing products following established change management processes. Accountable for configuration management techniques, ensuring infrastructure is correctly aligned and fully compliant with standards.

Additional duties as assigned by the NOC Manager.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Required Skills:
Excellent written and verbal communication skills in the English language.

Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from management and senior colleagues.

Outstanding customer service skills and a dedication to the customer service experience.

Dependable to be at work during assigned shifts and to complete work as expected.

Ability to multitask and meet specific goals set by management.

Experience with documenting procedures.

Ability to troubleshoot basic product hosting and technical procedures as needed.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Education and/or Experience:
A Bachelor’s or technical school accomplished, or the equivalent combination of education and experience. Cisco and or Juniper certification

Language Skills:
The ability to write reports, business correspondences, and procedure manuals, as well as, the ability to effectively present information and respond to questions from groups of managers, clients, and customers.

Reasoning Ability:
The ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists, as well as, the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:
To perform this job successfully, an individual should have working knowledge of Microsoft Suite of products, database software, and incident tracking tools.

About Our Perks & Benefits

We are determined to create an environment where our employees feel valued, understand our business goals, and are motivated.

Here’s a look at just some of the perks and benefits we make available to our US-based employees:

Medical & Dental

401(k) Savings Plan

Generous paid time off

Life Milestones – from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.

Courtesy Services – We offer all of our full-time employees in serviceable areas free digital TV and internet.

Discount tickets for Universal Resorts, including theme park tickets and onsite hotel rooms.

Learn more at https://jobs.comcast.com/life-at-comcast/benefits ( https://jobs.comcast.com/life-at-comcast/benefits )

Reasonable Accommodation:
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications.

=== THIS POSITION IS INELIGIBLE FOR VISA SPONSORSHIP. TO BE CONSIDERED FOR THIS ROLE, YOU MUST BE LEGALLY AUTHORIZED TO WORK IN THE UNITED STATES AND NOT REQUIRE SPONSORSHIP FOR EMPLOYMENT NOW OR IN THE FUTURE. ===

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Certifications

Cisco Certified Network Associate (CCNA) – Cisco Systems, Inc.

Education

Bachelor’s Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

0-2 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.