Company :
Comcast Cable North Central Division
Location : Chelmsford,
MA
Discipline :
Other Engineering
Job Description :
The role of the Local Management Center (LMC), Network Operations Center (NOC)
Analyst Tier-III is to provide proactive monitoring, event analysis, and
assist in the resolution of service impairments and incidents affecting the
Comcast network. This is a 7x24 operation and requires the flexibility to work
rotating and/or off-hour shifts.
Responsibilities:
• Proactive monitoring of the network and applications elements utilizing the
tools and interfaces provided. Tools may include (but not be limited to) Net
Cool, Spectrum, Soft Switch GUI, Remedy, e-mail, telephone systems, and
various EMS and Alarm interfaces. React appropriately to the reported problem
and act as primary fix agent on all element on the network that can be reached
remotely as access allows. These areas of impact include but are not limited
to:
o Plant, Video, VOD issues
o HSD outages (CMTS )
o Business Solution/ Commercial enterprise customers issues
• Utilizing methods based approach, formulate and exercise decisions related
to analyze, prioritize, and access risk mitigation for network elements and
circuit related outages. Take steps necessary to identify and restore service
in a timely manner. Identify impaired or failed network elements.
Performing problem analyses and problem determination for head-end equipment
including but not limited to, processors, modulators, demodulators, encoders,
decoders, satellite receivers, fiber optic receivers and components, digital
head-end equipment.
• Individual performs as a team lead in relation to:
o Daily LMC activity
o Process improvement and rollout
o Product development and rollout
o Event/Crisis management
Provides operational direction to LMC workflow. This includes assigning LMC
analysts to daily tasks and reassigning tasks as workflow dictates. Must have
awareness that decisions made have the ability to impact the Division.
• Coordinate the review of network events and provide feedback with detailed
trending to prevent future occurrences. Work in conjunction with LMC support
staff to ensure best practices are identified.
Work cross functionally with Comcast engineering teams internally and
externally within the North Central Division. Partner with the other
departments daily to ensure all customer issues are resolved in a timely
manner. Act as lead in all network enhancements such as Node Splits, CMTS
additions, DHCP node moves. This includes coordinating all of this activity
with the appropriate parties involved as well as providing remote assistance
in bringing network elements online and QA of all work completed.
• Performing problem analyses and problem determination for head-end equipment
including but not limited to, processors, modulators, demodulators, encoders,
decoders, satellite receivers, fiber optic receivers and components, digital
head-end equipment.
Communicate and follow up with appropriate departments on network issues.
Provide timely feedback to management team on errors and event status.
Participate in department's communication and planning meetings as needed to
ensure ongoing and effective communications and collaboration with other
departments.
Required Skills:
Three years or greater experience in installing and/or troubleshooting either:
computer/network hardware and software (LAN/WAN Support) or cable or telephony
experience (field operations, maintenance and repair).
Knowledge of or prior experience in:
- Router, hub, and/or switch hardware experience (Cisco/Nortel) preferred.
- common Internet Protocols (e.g. ARP, IP, TCP, DNS, BGP, OSPF, SNMP & DHCP)
- Two to five years of LMC or Operations (NOC) experience related to resolving
production related issues in Wide and Local area networks. Hands on experience
with TCP/IP networking in an ISP environment.
- Networking experience with Radio Frequency (RF) or Internet Protocol (IP)
desired.
Job Skills:
- Strong technical aptitude and understanding of the HFC network
infrastructure, including Head End facilities and the delivery of broadband
services.
- Familiarity with Layer1, Layer 2 and Layer 3 troubleshooting practices and
methodologies.
- Experience in making decisions related to troubleshooting, with
consideration for impact to customers, related impacts (real or potential).
- Hands on experience configuring and troubleshooting Cisco Routers and
Switches.
- Experience in lower level protocols including frame relay, SONET, GigE, etc.
- Outstanding interpersonal, oral, and written communication skills.
- Ability to work effectively and multi task in a fast-paced environment.
- Working knowledge of Mid Level Microsoft Office Suite applications (such as
Microsoft Outlook, Microsoft Word, Microsoft Excel, Microsoft Power Point,
Microsoft Access and Microsoft Visio).
How to Apply:
