Vacancy expired!
- Drive resolution of customer/user issues as technical lead for troubleshooting and Incident Management for residential, Cox Business, and Enterprise Applications, open vendor support cases, and follow through hourly/daily to resolution w/in appropriate KPIs and SLAs
- Manage high profile VIP internal and external customer escalations expeditiously
- Support organizational initiatives/projects, identify platform impacting issues/defects, support resolution, and partner with Tier 3 support teams and development to implement and test fixes
- Work with boundary partners to identify support requirements for troubleshooting and escalation for single user/customer support of new products, services and applications
- Partner with and enable Tier 1 by providing or updating tools, support solutions, coaching, training and associated documentation.
- Correlate communication of impacting events to Tier 1 partners and field front line leadership
- Perform real-time situational awareness, conduct real-time, hourly, and daily product and services health checks, RCA/patterns/trends, produce reporting (including Splunk), and correlate resolution, reduction or escalate per process
- Provide 24/7 support for all assigned applications or services on a designated shift assignment and by participating in stand by or on call to support customers after normal business hours.
- Correlate communication of impacting events to Tier 1 partners and field front line leadership
- Represent single customer/user during Post Incident Reviews (PIR) for service impacting events
- Key resource to address questions/coach/train and provide feedback to peers, Analyst I and support personal as needed
- Possess a customer focused attitude and approach to all work
- Possess strong written, oral, problem solving, presentation, and collaborative skills
- 3+ years of experience in area of responsibility or equivalent bachelors degree/certification
- Ability to multi-task, work with a high state of urgency, and work in a very high operations tempo customer focused environment and maintain productivity without immediate supervision
- Highly motivated, self-starter with ability to self-teach, be proactive, constantly pursue additional knowledge, and self-improve and build up a skill set over the long term
- Oz Principle or equivalent training and application
- Yellowbelt or equivalent training and application
- Employs work standards including quality control at the front of every transaction, focus on reducing service volume through a proactive approach to problem isolation and repair
- Ability to improve work prioritization across all quality, metrics and knowledge.
- Technical knowledge, understanding and expertise includes 4 years of experience across most products/services (Business Services (Internet/Fiber, Email, Voice, Security), Email, Data/1GIG/AMS, VoiceManager/SIP/PRI/IPC, Enterprise Customers, Voice/CDT/IMS, Security/CHL/CBSS, Internet/CHSI, IP Video, end to end provisioning of services from an architecture and data flow perspective, or equivalent) with ability to effectively run SQL/Unix DB commands, decipher/manipulate/update XML language/data maintaining a driven customer improvement focus
- Under limited supervision exercises independent judgment to determine best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies
- Very Agile; Ability to change stride at a moments notice
- Ability to rally others towards completion of a goal or support issue
- Ability to act upon evaluations and assessments and immediately improve to meet KPIs, goals
- Understanding provisioning aspects or flow of each of the following:
- Core 2.0, Rancher, BACON, SMP, BCC, ACS, SAIL, Service Broker, SOAP, MGW, Legacy CB and Resi Voice; PTM Errors, Service Codes, Features, Packages, Rate Centers, Nodes
- Server Applications, AS400, Firmware, Config, et al
- Tier 1 Provisioning Process (Sales, CB, Resi, Order Entry, Field, Installs, Porting/Transfers, PSTN, Acct Creation, User Creation)
- Provisioning Tiers, Provisioning/Customer/Application Flow, Order to Cash Flow, Self-Install Flow, Disconnect Flow, Billing/Suspend/NPD, PORTOCC/SWP, Workorder, 06 Reconnect, etc., Provisioning Architecture and Architecture Mapping
- HomeView, Telephony Switching, Serviceability, Voice Networking, Levels TX/RX; LTG
- VoiceManager, IP Centrex, Trunking, Hunt Groups, PBX, IP Phones, Call Manager, MyAccount, IAD, DTW, PAWS, Calix, CB Conversion Tool, Flux
- Server Applications, AS400, NVP, Acision, SIP/PRI, Broadsoft, MyAdmin
- High Speed Data, Internet, GIG Architecture, CFI, CBI, ONT/OLT, AMS, Cox Business Internet Gateway (CBIG), GPON, WI-FI, CHL, CBSS, iControl, Cloud, McAffee, Mozy
- IMS, CCM, LNP, LRN, SS7, E911, CNAME delivery, Abuse, Abuse Codes
- SQL, XML, Linux, Database Admin, Database Config, Interface Management
- Bachelor of Science Degree
- Expert ability to think through the lifecycle of development and end to end processes to create new and innovative techniques that seek to promote end user efficiencies
- Ability to participate in industry events and be a representative on an industry-wide committee
- ITIL Certification with expertise in Event/Incident/Problem/Change Management processes in MSO environment
- Greenbelt, Project Management certification
- Kepner Trego, ITIL, SQL Certification, Network+, JNCIS, CCNA, CAPM, MCSA
- Understanding of each of the following:
- OSI, Network Layer 2, Layer 3, TCP/IP, IP Network, DOCSIS/Broadband Networks, DHCP, DNS, IPV4/IPV6, HTTP/HTTPS, SMTP, POP, SSH, SecureCRT, Logging, Putty
- CPE, Entitlements, MOCA, RF, DOCSIS, Levels, HFC, Video Path, IP Video, Linear Video, Guide, Premise Engineering, DSG Tunnel Transactions
- UNIX, HTML, OBIEE, Splunk
Vacancy expired!