Job Summary
Responsible for being the escalation point of contact for all high level break/fix and maintenance issues or events for the XOC. Provides subject matter expertise for CRAN, CMTS, transport, Video, CDV, HSI and works closely with the engineering teams. Performs a variety of highly complex analytical duties in the planning development, testing and evaluation of Comcast's network. Responds to escalations and resolves issues that arise from hardware and software failures. Manages network tuning, performance and designs strategies and makes recommends to improve network performance. Acts as the SME in isolating problems between the CMTS, transport distribution and subscriber Modem equipment. Provides technical support during the deployment of the CHSI product or the installation of additional CMTS's in the market. Works under general supervision and may require training and detailed instructions for assigned tasks.Job Description
Core Responsibilities
- Provides escalation support to CMTS and router alarm troubleshooting.
- Supports escalation of tru2way connectivity issues with DSG tunnel monitoring and break fix.
- Troubleshoots IP Multicast issues. Provides source and destination IP information to next level engineering.
- Supports all daily audit reports and closes gaps as needed, including but not limited to the following: CMTS check, IPv6 daily report and CMTS operation audits.
- Supports all IP scope additions and reclaims.
- Troubleshoots Terminal Server issues.
- Supports the implementation of all CMTS code upgrades.
- Reviews all CMTS configurations to support Non DHCP \ DHCP node move requests from the CMTS Engineering teams.
- Supports the implementation of all configuration changes needed to support CMTS frequency, modulation, channel bonding and associated change requests.
- Implements all configurations for VOD NSGs.
- Troubleshoots all VOD pump and back office issues.
- Reviews all RMAs for all vendors and platforms for accuracy and proper routing.
- Supports the first responders to linear video issues and re-grooms channels as needed.
- Provides APEX first response troubleshooting.
- Supports the coordination and scheduling of all code upgrades on DM6400/CAP1000, APEX/SEM and Tandberg platforms.
- Ensures that network failures are restored in a timely manner.
- Participates in the review of catastrophic failures and provides feedback to prevent future occurrences.
- Escalates unresolved network issues to Engineering.
- Assists in the development and on-going training of XOC Technicians.
- Provides technical support during the rollout of new services and trains on new feature and technologies as required.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Requirements:
- With 2-3 years of relevant experience as an Incident Manager
- Excellent command of the English language
- With strong communication and organization skills
- Experience in ticketing system (e.g. Jira)
- Must have customer service/customer-facing experience
- Experience in network troubleshooting is an advantage
Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team - make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Respect and promote inclusion & diversity.
- Do what's right for each other, our customers, investors and our communities.
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.
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 benefits summary on our careers site for more details.
Education
Bachelor's DegreeWhile 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.Certifications (if applicable)
Relevant Work Experience
0-2 YearsComcast 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, genetic information, or any other basis protected by applicable law.
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