Manager, DOCSIS Support Desk

Full Time United States - Colorado - Greenwood Village Posted 04/28/2021 Areas of interest: IT Management/Project Management, Network Operations Requisition Number: 280558BR ENE520

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.

  • 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.
  • 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
  • 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
  • Office environment
  • Exposure to moderate noise levels
  • Travel as required

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 $80900. 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 commissions or bonuses.

The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

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