Job Description:

NOC Surveillance Operator

Job ID: 2020-26274

Location:

1111 Stewart Ave,

Bethpage,
NY 11714

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We're not the only ones who have seen it; we've recently been recognized by Forbes as one of America's Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity & inclusion program.

Under supervision of NOC Supervisors or NOC Managers, the NOC Surveillance Operator will perform basic support of network infrastructure. This individual will be responsible for tracking, escalating, and reporting all issues for all of Altice products and services

This individual will provide a fundamental level of technical experience and knowledge in network infrastructure and the interrelated disciplines allowing for efficient and effective troubleshooting and restoration of outage conditions. This individual will work with neighboring NOC Tier Support teams to efficiently diagnose and resolve basic service impacting issues. In addition, this individual will speak with our customers to better understand the current issue and/or confirm resolution.

This individual will perform basic-level triage and troubleshooting and will provide technical guidance to Network Management operational departments with regards to iO, VoD, OOL, VoIP, Wi-Fi and other Altice product offerings.

The NOC Surveillance Operator will execute processes and procedures as outlined by NOC management and where fit and will make suggestions as to updates to these procedures.

Principal Duties and Responsibilities:

• Perform basic network support including conducting daily administrative duties, supporting maintenances, perform monitoring of all network infrastructure.


• Generally, perform troubleshooting and initial triage of issues with the potential of impacting 20,000 or more subscribers at any given time.


• React quickly, efficiently and effectively to alarms received for supported infrastructure.


• Responsible for tracking call volume into Altice (primarily via the Remedy ticket tracking system). Must be able to monitor incoming tickets, with an eye for developing trends and identifying potential issues


• Document system problems, escalate and take appropriate actions according to departmental procedures. Must ensure issues are updated hourly, which includes adding notes to the Outage Board, updating Remedy tickets, contacting Command Center/ROC offices, and sending out notifications when necessary


• Ability to analyze raw data and reports to provide management with a coherent picture of call trends and outage trends.


• Handle all inter-departmental escalations for individual customer's issues, performed via Remedy, e-mail and telephone communication.


• Ability to speak to our customers in professional manner to gather additional details of their issue during an outage situation and/or confirm resolution. Also, guide customers through established troubleshooting procedures to identify and resolve their individual issue.


• Work closely with the Contact Centers, NOC Level 3 Technical Team, NOC Technicians and responsible business departments (BISC, Digital Services, OSP, ISP) during all outage conditions. Identify problems with respect to Network Backbone, RF Plant and CMTS/Hardware, video infrastructure, provisioning, BISC Server and applications. Coordinate with the applicable departments to ensure that all possibilities/issues are communicated. Perform necessary checks to validate resolutions.


• Responsible for developing new, and modifying existing, processes that are required to meet changing business requirements.


• Assist and/or mentor other NOC members in answering difficult questions/issues


• Act as a "feedback loop" for continuous improvement raising issues that are consistently being brought up with regards to technology or processes.


• Make recommendations/suggestions that will help the NOC and other Teams to run the business better; including but not limited to a broader set of accountabilities and identification of new ways to track the business


• Participate in special projects and perform other duties as assigned.

Key Experiences/Achievements

• Two year technical degree or 3-4 years equivalent work experience required.


• Cable / MSO experience a plus.

Management Skills

• Strong organizational skills.


• Ability to manage multiple concurrent activities.


• Excellent communications skills.


• Ability to interact with senior staff and with technical/engineering personnel.

Technical/Functional Competencies

• Technical certifications (CompTIA, Cisco, Microsoft) a plus.


• Proficient with Microsoft Operating Systems and Microsoft Office applications.


• Basic level knowledge in broadband concepts.


• Knowledge of DOCSIS a plus.

Ability to work an extended and flexible work schedule is required.

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

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