Regional Operations Center Specialist IV

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

The Regional Operations Center (ROC) Specialist IV performs and directs advanced first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network surveillance, alarm and intake triage and correlation, collection and collation of key information, ticket/ SRO creation, dispatch, fix agent support, and ticket/SRO resolution in all operational conditions regardless of complexity. The role ensures the methods employed to restore services are effective, time-efficient and within company specifications.

It also acts as the subject matter expert for DOCSIS alarms, other telemetry sources, network topology and all related data sources, collection methods and definitions. The ROC Specialist IV is the main technical point of contact to leadership during high volume and disaster recovery events.

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Perform all duties and responsibilities of a ROC Specialist III as needed.
• Perform surveillance of HFC network using all applicable ROC systems, telemetry, alarms, topology, tools and other sources of information to identify network outages, impairments and other issues, document and prepare tickets and SROs, engage the appropriate fix agents and minimize customer impact of any service interruption or network impairment and support others performing this function.
• Perform complex troubleshooting, analysis, triangulation and correlation of HFC network impairments and outage events in accordance with the Regional Operations Center (ROC) Playbook and support others performing this function.
• Review network performance indicators and develop the appropriate response for any valid trends, always considering the overall customer experience when developing a plan of action and supports others performing this function.
• Proactively monitor telemetry and alarm patterns to identify persistent and intermittent problem areas, takes action to document, ticket and track to resolution.
• Work directly with the field leadership to coordinate resolution.
• Perform notification and communication of incidents using established protocols and support systems as defined in the ROC Playbook or by the ROC management team and supports others performing this function.
• Track and manage outages and impairments to resolution and manages HFC Change tickets in accordance with all guidelines and procedures described in the ROC Playbook and supports others performing this function.
• In a fast paced environment and under all conditions including disaster recovery, prioritizes outages and impairments and provides direct fix agent support to minimize the resolution time of difficult outages or impairments in accordance with established standards.
• Communicate and escalate issues and concerns pertaining to events and maintenances.
• Escalate issues outside of the ROC and collaborate with others to resolve software and hardware issues.
• Responsible for routing and supporting Maintenance Techs and supports others performing this function.
• Create SROs for all activities routed to a maintenance technician either through automation or manually including activities that may be ticketed in another system such as Remedy or any other ticketing process and supports others performing this function.
• Ensure Change Management process is compliant with Company guidelines, including the generation of daily, weekly, and monthly reporting on HFC change management activities and participation in change calls.
• Participate in Change de-confliction process.
• Responsible for Pre/Post snapshots, E911 checks for all network interruptions and validation of service restoration for large fiber event changes.
• Act as the technical point of contact (POC) for ROC associates when a supervisor is not on duty; acts as a technical POC within the ROC department and in support of Field Engineering.
• Work with the ROC analyst to generate data and information demonstrating the status of persistent and/or intermittent network impairments.
• Provides training and feedback to ROC employees to improve overall technical knowledge and response time to the customer; provides feedback and recommendations to management on training needs as appropriate.
• Drive continuity, standards and compliance with the company's Network Protection Policy (NPP), Preventive Maintenance Plan and Fiber Restoration Plan for field engineers and technicians.
• Leads technical discovery and preparation of root cause analysis or RCA information and participates in RCA reviews.
• Escalate to and collaborate with vendors to resolve software and hardware issues.
• Perform other duties as assigned.

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Demonstrate customer service and communication skills
• Ability to meet all requirements and regularly perform all…