Windstream Communications
About the Role:
The Network Operations Center’s (NOC) mission is to provide world class network support while
professionally and respectfully collaborating with vendors, carriers, internal employees, and customers.
The core mission of the Voice Network Operations Center (VNOC) is to provide hardware, software,
trunking, SS7, and IP routing fault management and technical support for the Windstream Voice over
Internet Protocol (VoIP) network. This support includes network alarm surveillance, hardware
maintenance, software loading and support, logical security administration, and technical support.
VNOC’s most critical mission is to prevent voice service outages or minimize the impact to customers of
ongoing outages.
What You’ll Do:
In addition to the monitoring, preventative maintenance, outage recovery and upgrade responsibilities
of all VNOC analysts, the VNOC Network Analyst (NA I, II, and III) supports the VoIP Networks working
network faults, troubles, and customer related issues in the Sonus, Meta, GENBAND, CS1500, the
Perimeta | Acme SBCs, and BroadSoft servers. The Network Analyst is responsible to communicate,
collaborate with all NOC verticals, Engineering, Field Ops, and Repair groups as specified by VNOC
management. The NA III performs the following detailed functions:
- Provide escalation support on issues that are not resolved through documented procedures so that
network monitoring and responses can be effectively addressed.
- Produce technical documentation and proper details on all network related events, customer troubles
to continually improve Mean Time to Resolution (MTTR) for all issues within VNOC’s span of control.
- Identify patterns of repetitive failures on a device/network element/call agent or network level and
execute permanent fixes to improve the organization’s overall efficiency.
- Perform remote preventative maintenance and “proactive” procedures to reduce the probability of
outages and decrease the number of alarms received in Netcool.
- Recognizes and correctly responds to failures in Windstream’s billing infrastructure (including
documenting fixes so that all analysts have access to an increasingly comprehensive library of fixes).
- Provide support to tier 1/customer-facing repair organizations as defined by existing process
documents.
- Provides on-call support for assigned devices as scheduled by VNOC management.
- Performs off-hours maintenance window emergency procedures, upgrades, system backups, and
reconfigurations as specified in MOPs.
- Generates “break/fix” MOPs
- Administer functions in the device or call agent that require restricted access for security, such as
CALEA
- Models leadership for NA I team members by exemplifying accountability and respect for superiors,
peers and subordinates
- Demonstrates familiarity and compliance with NOC and VNOC standards, policies and processes
- Utilizes and teaches all vendor-provided and VNOC-provided tools and applications for the assigned devices
- Other duties as assigned by VNOC management
Do You Have?
- Proficiency in the use of Windows-based computers and Microsoft applications used by VNOC
- Expert level command of the solution’s hardware architecture at all release levels owned by Windstream
- Proficiency with the assigned device’s data structure, hardware inventory tables, translations, and commonly troublesome features
- Proficient with the assigned device’s vendor documentation, including interconnect schematics, maintenance and troubleshooting procedures, office drawings, engineering and provisioning rules, and significant bulletins
- Proficient with all vendor-provided interfaces such as Graphical User Interfaces (GUI), Command Line Interfaces (CLI), debugging tools, and non-menu applications and utilities
- Familiar with all protocols used in the solution
- Demonstrates a history of positive customer interactions, successful mentoring relationships, and formal or informal classes taught
- Demonstrates a history of leadership and initiating actions that contribute to the success of individual teammates and the team in general
- Willing to provide support during normal business hours, after business hours and on holidays
- Willing to rotate on-call support for the assigned devices.
Even Better:
- Associate’s degree in a technical discipline and 8-10 years telecommunications experience within last five years or equivalent combination of education and experience
- Experience with the following:
- IP Routing and Networking
- Cisco and Juniper routers
- SIP Technology
- Unix and Linux skills
- Metaswitch
- Perimeta
- VoIP and SIP call flow
Job Requirements
Minimum Requirements:
Associate Degree in a technical discpline and 4-6 years technical/telephony experience with 4 years directly related to the job; or 7 years of directly related telephony or network operations experience and/or an equivalent combination of education and directly related experience required.
EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.
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