Responsible for direction and oversight of the Regional Operations Centers (ROC). Ensure effective support of network reliability, intelligence and provide network change management to promote proactive network augmentations and maintenance to ensure reliability and prompt outage recovery. Oversee process of escalated customer service complaints, truck roll reduction and area, node and line problem identification. Develop an effective leadership team and assist direct reports in driving a high-performance culture and environment.
Actively and consistently supports all efforts to simplify and enhance the customer experience.Ensure the ROC staff monitors and coordinates recovery of network faults and thresholds and that network performance and trouble tickets are monitored/resolved to meet SLA objectives.In conjunction with Corp/Region/MA Field Engineering management, coordinate workflow of all outage activity (break-fix) and BAU and proactive and demand maintenance. Maintain strategic work-mix ratios between proactive and demand workload for Maintenance Technicians.Establish and ensure tracking occurs for post critical work activity, including agreed upon follow-up procedures when applicable.Establish procedures for standby power supply testing and monitoring and ensure the generated desired results.Fully support and track the Charter Preventive Plant Maintenance Program to ensure compliance and company strategic goals are met; proactively resolve plant issues identified with Node Health and other tools.Ensure action-orientated, professional environment within the operations center regarding complete ownership of all issues handled by ROC.Develop and provide reports and analysis aimed at operationalizing agreed upon solutions. For instance, development of an analysis based solution for strategic replacement of high failure rate equipment.Interface with Engineering, Field Services Operations, Customer Care, and other internal groups as necessary to ensure the timely and efficient resolution of problems.Serve as the off-hours Maintenance Technician support team. This responsibility includes safety of technicians working during maintenance window hours by establishing methods for keeping track of the locations of technicians with established check-in proceduresInterface with ISP, DNT, NOC and CSNOC, and others to ensure and maintain a functional working relationship. Direct Disaster Recovery efforts.Provide high-level technical guidance and assistance to Maintenance Technicians for network problem resolution.Lead and participate in professional development for operations center staff to specifically focus on forward looking technical and organizational skills.Ensure required reports are correct and completed on time for Regional Senior Management review.Support the supervisory staff in management of team members, including performance reviews, career development, and staffing.Direct the integration of network management tools and processes to support network infrastructure.Ensure methods and procedures are developed, implemented and followed by ROC staff.Ensure collection of network data, maintenance of records, communication of observations, and required reports are consistent and accurate with existing guidelines and regulatory requirements.Ensure communication channels between ROC, NOC and Network Services are clear, concise and maintained by direct communications to the appropriate fix agent.Adhere to industry specific, local, state, and federal regulations, as applicable.Know, understand and follow company policy.Oversee the identification and communication of service impacting trends and action plan to mitigate.Direct the development of operating and capital budgets, ensuring the achievement of company financial and customer experience goals.Establish positive employee relations through effective communication and ongoing support.Develop an effective front line leadership team and assist with developing their direct reports to drive a high performance proactive culture and environment.Perform other duties as requested by manager.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to supervise and motivate others
Ability to maintain confidentiality
Ability to analyze and interpret data
Ability to interact and communicate with all levels of management and company personnel
Ability to handle and manage multiple projects and tasks
Ability to work with others to resolve problems
Ability to read, write and speak the English language to communicate with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Demonstrated knowledge of amplifiers, nodes, power supplies and all other network equipment
Demonstrated knowledge of Transmission Control Protocol (TCP)/Internet Protocol (IP) and Simple Network Management Protocol (SNMP)
Ability to adhere to local and federal regulations and company policies
Ability to prioritize and organize effectively
Ability to multi-task using multiple software programs simultaneously
Ability to use personal computer and software applications, including Microsoft Office Suite
Ability to read general system layouts
Ability to work seated for prolonged periods of time
Knowledge of mathematics
Demonstrated leadership skills
Knowledge of workflow management
Ability to work independently
Demonstrated business planning and forecasting skills
Demonstrated analytic, organizational, and problem solving skills
Ability to focus on overall strategy of the region
Demonstrated team and relationship building skills
Ability to analyze data and develop and present data driven reports
Ability to document, prepare and present executive level presentations
Required Education
Bachelor’s degree in Computer Science, Engineering, or Telecommunications preferred or equivalent work experience
Required Related Work Experience and Number of Years
Technical support experience in a network operations center environment - 10+
Managerial experience - 5+
Enterprise LAN experience - 2+
Preferred Skills/Abilities and Knowledge
Knowledge of company products and services
Ability to make decisions and solve problems while working under pressure
Preferred Education
Master's degree
Industry and vendor specific certifications and training (e.g. NCTI, SCTE)
Working Conditions
Office environment
Work in a 24x7, fast-paced environment
Occasional travel required
Job Code : ENO802
2024-33649
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
FCC Unit: 13554 Business Unit: Field Operations Zip Code: 33578
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