NOC Services Monitoring & Automation Engineer

GCI Communication Corp•Anchorage, AK

8h•Hybrid

About The Position

GCI's NOC Services Monitoring & Automation Engineer will lead the improvement in monitoring and automation for BTS, NOC & TAC by leveraging Assure1 functionality and creating the business requirements for vendors, engineering and Application Technology driving reductions in Mean Time to Detect (MTTD) and Mean Time to Repair (MTTR) by improved automation. Key driver for shift from reactive to proactive.

Requirements

Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
Owns and manages priorities and individual tasks without direct supervision.
Take the initiative and seek out opportunities.
Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
Conveys thoughts and expresses ideas appropriately and professionally.
Excellent communication, presentation, and interpersonal skills.
Excellent communication and collaboration abilities, capable of working with diverse teams and stakeholders.
Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
Experience leading projects and initiatives, with a demonstrated ability to manage timelines, resources, and stakeholder communications.
Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
Proven ability to manage complex projects and strategic initiatives.
Strong analytical and problem-solving skills, with a focus on operational efficiency.
Ability to diagnose issues quickly and develop effective solutions.
Experience in analyzing performance metrics and operational data to identify trends and areas for improvement.
Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
Champions and supports department and company change.
Ability to manage change effectively, ensuring smooth transitions for new processes or tools.
Uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action.
Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.
Proficiency with Assure1 and other monitoring and automation tools (e.g., Nagios, Splunk, SolarWinds, or equivalent).
Strong scripting skills in languages such as Python, Bash, PowerShell, or like automate tasks and processes.
Solid understanding of networking concepts, protocols (TCP/IP, SNMP, etc.), and network management practices.
Familiarity with incident management processes and frameworks (e.g., ITIL) for efficient service recovery.
High School diploma or equivalent.
A minimum of ten (10) years of experience in Network Operations Center (NOC) or similar roles focused on monitoring and automation.
Bachelor’s degree in Computer Science, Information Technology, Network Engineering, or related field.

Nice To Haves

Master’s degree or PhD in Engineering.
Telecommunications experience.
Relevant telecom industry or job specific certifications.
ITIL
CCNA
CCNP
PE

Responsibilities

Conduct thorough evaluations of existing monitoring and automation processes to identify inefficiencies, gaps, and areas for enhancement.
Research and integrate industry best practices in monitoring and automation. Stay updated on trends and advancements in the field to ensure the NOC remains competitive and effective.
Develop and manage change management processes to smoothly implement new initiatives, ensuring minimal disruption to operations.
Engage with stakeholders from various departments, including engineering, operations, and application technology, to gather insights and understand operational challenges.
Create clear, detailed business requirements documentation that outlines functional and non-functional requirements for automation tools and processes.
Work closely with vendors to communicate requirements and ensure their solutions align with the operational goals of the NOC.
Analyze historical incident data to identify patterns and root causes of outages or delays in service recovery.
Develop targeted initiatives focused on improving detection capabilities (reducing MTTD) and streamlining response processes (reducing MTTR), such as implementing advanced alerting systems and automated remediation actions.
Foster a culture of continuous improvement by regularly reviewing MTTD and MTTR metrics and adjusting strategies based on performance outcomes.
Deeply understand and utilize the full capabilities of Assure1, including its reporting, alerting, and data analysis features, to improve operational visibility.
Customize Assure1 settings and configurations to meet specific NOC requirements, focusing on optimizing data collection and reporting functionalities.
Identify repetitive tasks and processes that can be automated using Assure1 to streamline workflows and reduce manual intervention.
Facilitate collaboration between NOC, engineering, and application technology teams to ensure seamless integration of monitoring tools and processes.
Regularly communicate updates on monitoring and automation initiatives to stakeholders, ensuring alignment and addressing any concerns or feedback.
Organize and lead cross-functional meetings to discuss project statuses, challenges, and opportunities for improvement.
Conduct risk assessments to identify critical systems and services that require proactive monitoring solutions to preemptively address potential issues.
Design and implement comprehensive monitoring solutions that provide real-time visibility into system performance, including thresholds and alerts for early issue detection.
Establish a feedback loop with NOC and TAC teams to continuously refine and improve monitoring strategies based on operational insights and evolving needs.
Develop and implement training programs for NOC staff on new tools and automation processes, ensuring they are equipped to leverage these solutions effectively.
Create comprehensive documentation, guides, and resources to support ongoing learning and reference for the NOC team.
Provide mentorship to junior staff, promoting knowledge transfer and fostering a culture of growth and development within the team.
Establish relevant KPIs for monitoring and automation efforts, focusing on metrics that accurately reflect performance improvements, such as incident response times and automation success rates.
Generate and present regular reports to leadership, highlighting key performance metrics, insights from monitoring activities, and the impact of implemented solutions.
Use data gathered from monitoring tools to drive informed decision-making and strategic planning for ongoing improvements in NOC operations.