Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for operating, managing, and supporting high profile Commercial customers and network services as well as associated infrastructure in a 24/7 environment. Examples of infrastructure include but not limited to routers, switches, CMTS, etc. 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. Contributes 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 network 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 executing associated functions and responsibilities. Follows all operational practices and independently determines/develops approaches for non-routine solutions. Receives general direction in area of focus.

Job Description

Sunday - Thursday or Tuesday - Saturday *must be able to work both shifts

12am - 8am (Overnight - Virtual)

Core Responsibilities

• Proactive/Reactive monitoring of Comcast’s Commercial Network Core/Edge devices using various Element Management tools (Spectrum, Ericson Experience Manager, SevOne, etc) to isolate and troubleshoot all network related issues
• Process all customer calls/emails and take ownership of issue until resolution
• Troubleshoot network outages, network latency, or CPE failures until resolution
• Setup dispatch and troubleshoot issues with local field operations to resolve customer/network related issues
• Direct efforts so as to maintain service Mean Time to Repair (MTTR) within regional or contractual standards
• Advanced Knowledge of Networks: Local Area Network (LAN), Wide Area Network (WAN), Metropolitan Area Network (MAN)
• Advanced  knowledge of: Carrier Ethernet, Carrier Wavelength, Cell Backhaul, DOCSIS Standards, Ethernet over HFC
• Advanced knowledge of network technologies on: Open System Interconnection (OSI), Layer 1/2 protocols, Internet Protocols – IP, Routing Protocols, OSPF, MPLS, IGP. IGRP, E/BGP
• Scripting knowledge
• Open and update Tickets using: Remedy/ServiceNow
• Good Analytical/Communication/Troubleshooting Skills
• Ability to provide on the job training to new hires as and when required
• Create processes and procedures for troubleshooting and ticket management as needed
• 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
• Regular, consistent, and punctual attendance. Must be able to work any shift including nights, weekends and selected holidays (variable schedule as needed)
• Other duties and responsibilities as assigned

Education Level – Prefer Master’s Degree/Bachelor’s Degree or Equivalent

Field of Study – Computer Engineering, Computer Science, or Telecommunications

Certifications - CCNP or JNCIS

Experience - Generally requires 3+ years related experience

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.

Skills

Customer Service Management, Problem Solving, Technical Knowledge

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 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.

Certifications (if applicable)

Relative Work Experience

2-5 Years

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, genetic information, or any other basis protected by applicable law.