Voice Platforms Interoperability Engineer

Comcast•Mount Laurel, NJ

19d

About The Position

We are looking for a Voice Platforms Interoperability Engineer on the Voice operations team. In this role you will be responsible for operations, deployment, managing, and supporting Comcast's Voice, 911, Commercial, Residential Systems, and Network services and infrastructure in a 24/7 environment. Focuses on event management, application / platform support, product improvement, and deployment / integration of cloud services. Active in 911 Support, onboarding & intake, Customer Escalations, and RCA process administration. Daily activities include monitoring and validating new products, driving standardization and automation, providing subject matter expertise, resolving complex issues, and leading restoration activities during outages. The role requires working with external vendors and agencies to address issues, directing third-party agencies, and developing strategies for solving technical issues. It also involves producing/authoring documentation, supporting voice tools and alarms, ensuring the availability of networking services, and providing technical training and support. The position demands advanced knowledge across multiple ecosystems, excellent communication skills, and the ability to manage complex interdependencies. The primary job location is in Mount Laurel, NJ or Centennial, CO. This position is ineligible for visa sponsorship. To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future. 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 IMS, Broadsoft, Sonus SBC, Voicemail, Wholesale SIP, Voice Syndication, and 911 special services. Working understanding of off net ALU, TDM, MGC/MGW support. 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 voice 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.

Requirements

Bachelor’s Degree or Equivalent Engineering, Computer Science
Generally requires 3+ years related experience
Experience working in a NOC with in-depth troubleshooting experience of complex large-scale enterprise application server environment(s).
Experience in an ISP-like environment involving 24/7 support is HIGHLY desirable, as well as experience in formal ticketing systems and a demonstrated ability to work in a metrics-based service desk that tracks progress through analytics
In-depth knowledge of OSI layers 1-7 and an ability to troubleshoot and categorize issues accordingly and then engage the appropriate fix agents in a timely manner if they are not able to affect a fix
Must have an understanding of the various components of a enterprise system such as: IP routing, TCP traffic analysis, application flows, switches, web servers, web services, DHCP, DNS, SQL/RDB backend systems, IP Management, LDAP, HTML/XML
Advanced Knowledge of Voice Networks:SIP, IMS, SS7, TDM, Trunking
Scripting knowledge
Open and update Tickets using: SNOW, Jira, Remedy, ECM
Good Analytical/Communication/Troubleshooting Skills
Ability to provide on the job training to new hires as and when required

Nice To Haves

Hands-on experience or exposure in the following: MSO (Multi-Service Operator / cable provider) supporting video, high speed data services &/or telephony/IP Networking protocols & systems including SIP, SSH, TCP/IP, DHCP, DNS, TFTP, ToD, ARP, IP, TCP, UDP & SNMP/Transport & Voice Equipment familiarity (i.e.: BTS, MGX)/DOCSIS Cable modem technology/ IP subnet management/LDAP Directory Servers/Sun/Solaris hardware/software platform/ Cisco Hardware & IOS (routers, switches, CMTS)/UNIX (Solaris) & LINUX/ Programming skills in: Perl, PHP, C, C++, JavaScript (Node.js), all UNIX Shell Scripting plus skills with web based embedding (HTML, CSS, XML, etc.), SQL or noSQL (MongoDB, Riak)/system and application level monitoring solutions. Examples include Netcool, Concord, Wily, Nagios, SevOne, Spectrum & Network Node Manager

Responsibilities

Proactive/Reactive monitoring of Comcast’s Commercial Network Core/Edge devices using various Element Management tools (Zabbix, NetScout, Mico Strategies 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 equipment failures
Setup dispatch and troubleshoot issues with local field operations to resolve issues
Direct efforts so as to maintain service Mean Time to Repair (MTTR) within regional or contractual standards
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