Time Warner Cable/RNOC Surveillance Analyst Tier 1/ Syracuse, NY
FCC Unit_TWC: NWNYC - Local News New York
Controlling Establishment ID: 00234 - Syracuse Erie Blvd
POSITION TITLE: RNOC Surveillance Analyst Tier 1
Job Requisition Number: 133356BR
Application WebSite: http://jobs.timewarnercable.com/job/Syracuse-RNOC-Surveillance-Analyst-Tier-1-Job-NY-
Details: Posting Job Title: RNOC Surveillance Analyst Tier 1
Requisition #: 133356BR
Posting Location: United States - New York - Syracuse
Position Type: Full Time
Posting Job Description:
The RNOC Analyst Tier I in the Regional Network Operations Center (RNOC) will provide 24x7 proactive monitoring for the networks, customers, and devices populated in the RNOC monitoring tools. Alarm acknowledgement, ticketing, correlation, and fix agent assignment are all part of the Analyst responsibilities. Residential and Commercial customers are both supported from the RNOC. Voice, video and HSD elements are all monitored by the Analysts.
Essential Job Duties:
•Ensure that planned and unplanned events are being ticketed, tracked, assigned and resolved in accordance to the RNOCguidelines.
•Interface with all internal and external groups, as required, including the Herndon NOC, Call Centers, and Tech Ops.
•Carrier and Cell Tower Backhaul monitoring.
•Create a positive and respectful relationship with all colleagues.
•Must be highly motivated and always keep service availability in mind in everything you do.
•Follow all current and future NOC policies and provide feedback on suggestions for improving/modifying the policies on an ongoing basis
•Ability to work in a fast-paced environment and ability to prioritize multiple tasks
•Must be willing to work in a 24x7 environment and be flexible to work different shifts as needed.
•Solid verbal and written communication skills required – ticket notes, bridge management and communication with peers and management.
•Analyst will utilize various industry standard tools as well as TWC specific tools.
•The correlation of data from multiple systems will assist the Analyst in making prudent decisions as to potential customer impact
and problem severity.
•Strong experience with Network Management tools is essential.
•Familiarity with Netcool, Big Brother, Remedy, as well as platform-based tools such as Cisco Transport Manager, Alcatel SAMis a plus.
•Previous experience in a NOC or call center desired.
•Cisco CCNA certification or equivalent is a big plus.
•Must be familiar with Microsoft Office and Visio.
•Previous monitoring role in Engineering or Technical Operations.
•Previous experience using Remedy ticketing, billing systems (ICOMs/CSG), Dispatch procedures and working knowledge of maintenance, service and installation functions
•Understanding of MSO and/or Telecom technologies and networks.
• Associate's degree from a college or university in Engineering, MIS, or Computer Science is preferred.
• One to three years related experience or a combination of education/experience.
Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times.
The physical demands for this position are typical to an office environment and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We are proud to offer a robust benefits package including medical, dental, vision, pension, a matched 401(k) plan, tuition reimbursement, and discounted services for employees who reside in a Time Warner Cable service area.Business
Job No. 1886