NOC Engineer II - IMT (Incident Management Team)

GFiber•Austin, TX

22h

About The Position

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong. GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet. GFiber’s mission is to deliver abundant internet on networks that are always fast and always open with products that are easy to understand and clearly priced. We believe customers deserve a better internet experience and everything we do is focused on providing just that. On our team, you’ll work in an environment that’s redefining the status quo in the Internet industry. On GFiber's Incident Management team, our NOC engineers resolve outages efficiently with their knowledge of network protocols, configurations, and troubleshooting techniques. This translates to shorter periods of downtime, preventing outages altogether, or identifying them in their early stages, minimizing downtime and improving customer experience. As a NOC Engineer II, you’ll perform ticket administration, event correlation, diagnostics, issue repair or dispatch, ensuring incidents are prioritized based on their business impact and customer satisfaction. As a Single Thread Owner, you will respond to all reported incidents initiating the proper management process with the appropriate teams to restore service as quickly as possible while developing and implementing incident resolution plans. You’ll have the opportunity to interact with internal stakeholders, across different shifts and teams, sharing regular reports on incident metrics, post mortems, industry updates, and more.

Requirements

Bachelor’s degree in Computer Science, Engineering, telecommunications, a related field, or equivalent practical experience.
1 year of experience with network routing protocols, design and troubleshooting, with network equipment providers.
Strong understanding of TCP/IP networking concepts, including routing, switching and DHCP.
Experience with network monitoring, ticketing systems, triaging escalation tools, and troubleshooting tools.
Ability to work non-standard working hours including nights, weekends, holidays, and differing work rotations/shifts.

Nice To Haves

Experience in incident management, including leading war room calls, driving communication with stakeholders, preparing executive summaries, and providing timely updates and estimated time to resolution (ETR) during network outages or critical incidents.
Technical certifications, such as Nokia (ONC or NRS), Ciena(CE-A or CE-P), MEF CECP, Juniper (JNCIA or JNCIP).
Understanding of incident management processes and best practices (ITIL knowledge is a plus).
Proven ability to rapidly assess, prioritize, and manage multiple concurrent incidents and competing priorities in a high-pressure, fast-paced environment.
OSS Functionality (Fault Management and ticket administration).
Understanding of CWDM/DWDM theory(C-band, L-band, wavelengths), linear and ring topologies, network hierarchy, and optical and routed Networks.
Experience with the following equipment: CWDM/DWDM; Ciena Waveserver; Juniper MX/QFX/PTX, Nokia 7x50, Adtran/Nokia PON/OLT/ONT.

Responsibilities

Lead the end-to-end remediation, as a single thread owner, of all high severity events (critical escalation paths, compliance with on-call duties, vendor rolodex, augmentation of existing support models from vendors, and post mortem management).
Initiate and lead war room phone calls with cross-functional stakeholders, including network engineers, system administrators, customer support, and management to drive resolution.
Run stakeholder comms and deliver written summaries and reports to executive leadership teams about the incident status, progress, and estimated time to resolution (ETR).
Identify, triage, and implement preventive measures to reduce the frequency and severity of incidents and all “chronic/repetitive” issues.
Generate post mortem/RCA, identifying lessons learned, actions and drive to fruition, and regular reports on incident metrics, including response times, resolution rates and KPIs to track improvements in MTTR.