Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (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

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

Core Responsibilities:

• Proactive/Reactive monitoring of Comcast’s Commercial Network Core/Edge devices using various Element Management tools (SNP Alarm Console, 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 to resolution

• Setup dispatch and troubleshoot issues with local field operations to resolve customer/network related issues

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

• Knowledge of Networks: Local Area Network (LAN), Wide Area Network (WAN), Metropolitan Area Network (MAN)

• Product knowledge/foundational understanding of:

  • Carrier Ethernet

  • Carrier Wavelength

  • Cell Backhaul

  • DOCSIS Standards

  • Ethernet over HFC

• Knowledge/good foundational understanding of network technologies on:

  • Open System Interconnection (OSI)

  • Layer 1/2 protocols

  • Internet Protocols – IP

  • Routing Protocols - OSPF, MPLS

• Scripting knowledge

• Open and update Tickets using: IOP Ticketing Systems

• 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

• CCNA, JNCIA certifications highly preferred

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 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)

Cisco Certified Network Associate (CCNA) - Cisco Systems, Inc.

Relative Work Experience

0-2 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.