NOC Surveillance operator at Diverse Lynx Llc

Job Overview

NOC Surveillance Operator

Under supervision of NOC Supervisors or NOC Managers, the NOC Surveillance Operator will perform basic support of network infrastructure. This individual will be responsible for tracking, escalating, and reporting all issues for all of client products and services

This individual will provide a fundamental level of technical experience and knowledge in network infrastructure and the interrelated disciplines allowing for efficient and effective troubleshooting and restoration of outage conditions. This individual will work with neighboring NOC Tier Support teams to efficiently diagnose and resolve basic service impacting issues. In addition, this individual will speak with our customers to better understand the current issue and/or confirm resolution.

This individual will perform basic-level triage and troubleshooting and will provide technical guidance to Network Management operational departments with regards to iO, VoD, OOL, VoIP, Wi-Fi and other client product offerings.

The NOC Surveillance Operator will execute processes and procedures as outlined by NOC management and where fit and will make suggestions as to updates to these procedures.

This involves working in night shift

Job summary and Responsibilities

1. Perform basic network support including conducting daily administrative duties, supporting maintenances, perform monitoring of all network infrastructure.

2. Generally, perform troubleshooting and initial triage of issues with the potential of impacting 20,000 or more subscribers at any given time.

3. React quickly, efficiently and effectively to alarms received for supported infrastructure.

4. Responsible for tracking call volume into client (primarily via the Remedy ticket tracking system). Must be able to monitor incoming tickets, with an eye for developing trends and identifying potential issues

5. Document system problems, escalate and take appropriate actions according to departmental procedures. Must ensure issues are updated hourly, which includes adding notes to the Outage Board, updating Remedy tickets, contacting Command Center/ROC offices, and sending out notifications when necessary

6. Ability to analyze raw data and reports to provide management with a coherent picture of call trends and outage trends.

7. Handle all inter-departmental escalations for individual customer s issues, performed via Remedy, e-mail and telephone communication.

8. Ability to speak to our customers in professional manner to gather additional details of their issue during an outage situation and/or confirm resolution. Also, guide customers through established troubleshooting procedures to identify and resolve their individual issue.

9. Work closely with the Contact Centers, NOC Level 3 Technical Team, NOC Technicians and responsible business departments (BISC, Digital Services, OSP, ISP) during all outage conditions. Identify problems with respect to Network Backbone, RF Plant and CMTS/Hardware, video infrastructure, provisioning, BISC Server and applications. Coordinate with the applicable departments to ensure that all possibilities/issues are communicated. Perform necessary checks to validate resolutions.