Voice Engineer Operations

Profile

Comcast's Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.

Job Summary

The Technology, Product, Experience (TPX) organization works at the intersection of media and technology and our innovative teams are continually developing and delivering products and next-generation technologies that transform the customer experience. The Comcast Network and CONNECTivity (CONNECT) organization is a highly agile, fast-paced, dedicated group at the forefront of change focused on innovating, building, and operating the best in class, most reliable access network for our customers.

Job Description

Overview of the Role:

Responsible for operating, handling and supporting high profile Commercial customers and network services as well as associated infrastructure in a 7/24 environment. Examples of infrastructure include but not limited to IMS, Broadsoft, Sonus SBC, ALU, TDM, MGC/MGW, and 911 special services.

Day to day operational responsibilities includes:

Pro-active monitoring, isolation, triage and resolution of all network outages/impairments.

Serves as operations support for various regions, vendors, internal/external organizations.

Drives standardization and service focused instrumentation.

Chips in to the command and control network related activities focused on restoration of outages, clear and concise communication across Comcast/Commercial customers and rapid restoration of voice services.

Works and directly leads external vendors, third parties, and associated fix agents, when necessary, to address issues across the network, peering arrangements, inter-operability issues, etc.

Works with limited supervision and direction while completing associated functions and responsibilities.

Follows all operational practices and independently resolves/develops approaches for non-routine solutions.

Must Be Able To Work: Tuesday - Saturday 12:00 PM - 8:30 PM MT / 2:00 PM - 10:30 PM EST Preferred Skills & Experience:

Bachelor's Degree or Equivalent

Generally requires 3 years related experience

Experience working in a NOC with in-depth troubleshooting experience of complex large-scale enterprise application server environment(s).

Experience in an ISP-like environment involving 24/7 support is HIGHLY desirable, as well as experience in formal ticketing systems and a demonstrated ability to work in a metrics-based service desk that tracks progress through analytics.

In-depth knowledge of OSI layers 1-7 and an ability to solve and categorize issues accordingly and then engage the appropriate fix agents in a timely manner if they are not able to affect a fix.

Must have an understanding of the various components of a enterprise system such as: IP routing, TCP traffic analysis, application flows, switches, web servers, web services, DHCP, DNS, SQL/RDB backend systems, IP Management, LDAP, HTML/XML

Preferred: Hands-on experience or exposure in the following: MSO (Multi-Service Operator / cable provider) supporting video, high speed data services &/or telephony/IP Networking protocols & systems including SIP, SSH, TCP/IP, DHCP, DNS, TFTP, ToD, ARP, IP, TCP, UDP & SNMP/Transport & Voice Equipment familiarity (i.e.: BTS, MGX)/DOCSIS Cable modem technology/ IP subnet management/LDAP Directory Servers/Sun/Solaris hardware/software platform/ Cisco Hardware & IOS (routers, switches, CMTS)/UNIX (Solaris) & LINUX/ Programming skills in: Perl, PHP, C, C , JavaScript (Node.js), all UNIX Shell Scripting plus skills with web based embedding (HTML, CSS, XML, etc.), SQL or noSQL (MongoDB, Riak)/system and application level monitoring solutions. Examples include Netcool, Concord, Wily, Nagios, SevOne, Spectrum & Network Node Manager

Core Responsibilities:

Proactive/Reactive monitoring of Comcast's Commercial Network Core/Edge devices using various Element Management tools (Spectrum, IRIS, SevOne, etc) to isolate and solve all network related issues

Process all customer calls/emails and take ownership of issue until resolution

Solve network outages, network latency, or equipment failures

Setup dispatch and solve issues with local field operations to resolve issues

Direct efforts so as to maintain service Mean Time to Repair (MTTR) within regional or contractual standards

Knowledge of Voice Networks: SIP, IMS, SS7, TDM, Trunking

Open and update Tickets using: Remedy, MetaSolv, Cramer, SNOW

Good Analytical/Communication/Solving Skills

Initiate root cause analysis (RCA) request, participate in RCA calls as needed, proof all RCA's prior to sending to leadership and provide feedback as needed.

About the TEAM:

The Communications Engineering (ComsEng) organization focuses on designing, testing, deploying, and operating voice and unified communications products for residential, and commercial consumers. The Platform Optimization (PO) team plays a critical role in the day-to-day operations of ComsEng platforms and applications by supporting production change processes, resolving technical issues resulting in customer escalations, embedding in the daily work of platform engineering teams, and resolving incidents created by the associated platforms. The PO team also provides critical strategic guidance to optimize platform, process, and network performance by performing RCA on chronic issues, reducing alarm noise, and setting appropriate event thresholds to prompt action to prevent / mitigate customer impacting issues.

About Our Perks & Benefits

We are determined to create an environment where our employees feel valued, understand our business goals, and are motivated.

Here's a look at just some of the perks and benefits we make available to our US-based employees:

Medical & Dental

401(k) Savings Plan

Generous paid time off

Life Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.

Courtesy Services - We offer all of our full-time employees in serviceable areas free digital TV and internet.

Discount tickets for Universal Resorts, including theme park tickets and onsite hotel rooms.

Learn more at https://jobs.comcast.com/life-at-comcast/benefits (https://jobs.comcast.com/life-at-comcast/benefits)

Reasonable Accommodation:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications.

=== THIS POSITION IS INELIGIBLE FOR VISA SPONSORSHIP. TO BE CONSIDERED FOR THIS ROLE, YOU MUST BE LEGALLY AUTHORIZED TO WORK IN THE UNITED STATES AND NOT REQUIRE SPONSORSHIP FOR EMPLOYMENT NOW OR IN THE FUTURE. ===

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

2-5 Years

Salary:

Pay Range: This job can be performed in Denver Campus, with a Pay Range of $70,424.48 USD - $105,636.72 USD

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com