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Manager, DOCSIS Support Desk

Greenwood Village, Colorado; Denver, Colorado

Spectrum’s growth and success in the ever-evolving technological landscape are built on the sophisticated innovations and service reliability our Network Operations groups provide. Our Operating Model focuses on maintaining operational excellence and reliability of Spectrum’s network to enhance our customer’s experience. The Network Operations environment is based on our Key Laws of Focus which values accuracy, resiliency and response time.

Network Technology Operations (NTO) is comprised of application, networks and access layers within our overall network.

  • Full-time
  • Job level: Entry to Senior
  • Occasional Travel

Success profile

What makes a successful Network Technology Operations (NTO) ? Check out the top traits we’re looking for and see if you have the right mix.

  • Results-driven
  • Problem-solver
  • Detail-oriented
  • Flexible
  • Leadership
  • Team Player

Hear from our team

Rewards

Spectrum wants to help you get more out of life and take care of things outside the office to make life a little easier. We provide:

  • Health Benefits

    Medical, prescription drug, dental, and vision plans available.

  • Paid Time Off

    Paid vacation, sick and personal time, and holidays.

  • 401(k) Retirement Savings

    We provide a 100% match for every dollar you contribute, up to 6% of your eligible pay.

  • Education Assistance

    We support continuing education for personal and professional growth.

  • Career Progression

    Advancement is a very real and achievable goal.

  • Training and Certification

    Sponsored courses help enhance your skills.

Responsibilities

Position Type: Full Time Location: Greenwood Village, Colorado, Denver, Colorado Date Posted: Date posted 07/27/2021 Areas of interest: IT Management/Project Management, Network Operations Requisition Number: 285163BR ENE520-NTO JOB SCOPE

The Manager, DOCSIS Support Desk is directly involved with directing the DOCSIS 24/7 Support Desk. Operate a 24/7 three shift break/fix/support help desk for DOCSIS Field Operations. Utilizing network tools and scripts to identify, support, and final resolution of required DOCSIS maintenance and customer impacting services. Vendor management facilitating open cases, RCAs, and EFA reviews. Monitor problematic customer affecting chronic issues. Work in tandem supporting all DOCSIS operations groups. Ensure consistent operating, configuration, and engineering standards to ensure stable product delivery aligned with department initiatives and expectations. Work closely with Advanced Engineering, Core Operations and IP Management.

DUTIES AND RESPONSIBILITIES
  • Actively and consistently lead efforts to simplify and enhance the customer experience.
  • Develops a disciplined, detailed and structured team and assist with developing their direct reports as to drive a high performance culture and environment.
  • Oversees 24/7 DOCSIS Support Desk within DOCSIS Network Operations, DOCSIS CPE devices to ensure unparalleled customer experience.
  • Provides support desk and direction for new or existing technologies and current operational initiatives.
  • Evaluates and consults with Corporate, Regional and KMA levels of leadership regarding DOCSIS Solutions & Services.
  • Supports in field problem solving coordination and vendor interaction when customer impacting events occur.
  • Supplies a complete final impact study with actions and recommendations to minimize future events.
  • Ensures current procedures and tests are performed in accordance with Charter Policy and Procedures.
  • Ensures adherence to company NCM policies and other related Engineering standards.
  • Leads and participates in succession planning.
  • Performs other duties as requested.
BASIC/ MINIMUM QUALIFICATIONS
  • Bachelor's degree in engineering or related field, or equivalent work experience
  • Minimum six (6) years Engineering experience
  • Minimum two (2) years Management and Project Management experience
  • Industry and vendor specific certifications and training (Cisco, Juniper, Alcatel-Lucent, (N)CTI, SCTE, BCT/E etc)
  • Must be able to work the following shift: Wednesday thru Saturday, 10:00PM - 9:00AM
ADDITIONAL JOB QUALIFICATIONS
  • Knowledge of DOCSIS Solutions and Modulation profiles, CCAP and other developing standards of TFTP, TOD, CM files, and other related provisioning elements
  • Ability to handle multiple projects and tasks, make decisions and solve problems while working under pressure, and the ability to supervise and motivate others
  • Comprehensive understanding of HVAC and power distribution systems
  • String Understanding of Analog Transmission Line Theory, Electronic theory, Fiber Optic theory, IP Addressing
  • Knowledge of company products and services
WORKING CONDITIONS
  • Office environment
  • Exposure to moderate noise levels
  • Travel as required
ENE520-NTO 285163 285163BR

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

The pay for this position has a minimum of $80,900. The actual salary offer may be higher as we carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.



Our Commitment During COVID-19 Your health and safety is important to us, as such we’re using virtual recruiting tools to safely meet with qualified candidates. We are working in the office, following CDC guidelines.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 95,000 individuals working together to serve more than 31 million customers in 41 states. Watch this video to learn more.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.
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