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Specialist-eNOC Surveillance

Job Posted/Last Modified:
7/14/2010 — 12:00:00 AM

Company:
Other job openings at Hawaiian Telcom

Expected Start Date:
7/14/2010

Job Title and Description:
Specialist-eNOC Surveillance

Summary

The eNOC Monitoring & Surveillance Specialist is responsible for the overall monitoring and surveillance of the HT network.  Responsibilities include providing technical support to engineering, field operations, central office operations, customer operations and switching functions through remote monitoring and surveillance.  Functions include switching, transport operations, network surveillance, central office equipment installation, Next Generation service support (Video, VoIP, and MPLS based Services), network monitoring and control network administration. This job includes provisioning, maintenance, facilities assignment, database management and design operations as well as administration and management of associated Network Operating systems and interfaces required to respond to internal and external service requests.

The Specialist will be required to work in a team environment to support new technology deployments, the Network Operations Center (NOC), Sales/Marketing initiatives, and Field Technicians/Contact Centers to increase revenues, customer service levels and customer satisfaction indices.  The Specialist will be responsible for:

- Directing and leading outage conference bridges and restoration efforts
- Leading initiatives in the new product lab
- Ensuring network elements are supported from an OSS perspective
- Managing vendor contacts and escalations
- Supporting Sales/Marketing teams
- Providing technical support to Operations and/or Contact Centers

Essential Duties and Responsibilities:
1 (90%)Analyze and respond to calls & especially trouble calls:
- Outage/alarms, trouble tickets, trouble history, and performance reports; recommend/implement proactive measures to prevent/minimize repeat occurrences, and follow-through on recommendations.  Update and follow up on outstanding tickets.
- Create/Enhance documentation including network diagrams, work instructions and process enhancements for support, provisioning & alarming of network elements and supported services.
- Network Outage management: Coordination of outage bridges, resources, restoration efforts and escalation.
- Work with various support teams to develop preventive maintenance techniques/routines and lower restorable times.
- Conduct maintenance, backups, patching and upgrading of network elements.
- Respond to afterhours call outs for network outages and escalated customer trouble on a 24x7 basis.

2 (10%)Coordination of resources including technician call-outs and escalation.
- Develop troubleshooting, performance and alarming tools.  
- Conduct, develop and attend train the trainer sessions for supported network elements and products.
- Lead and/or participate on project teams to drive network transformation.

Supervisory Responsibilities
This position may require performing as an acting supervisor/manager.

A. Education:  
Bachelor’s degree in Engineering, Information Technology, Computer Science; or three years related experience and/or training; or equivalent combination of education and experience, required.

B. Work experience:
Three years experience with any combination of the following technologies:
- Relevant job experience in: installing repairing voice and data networks, including hardware and software configuration, installation, administration and maintenance; provisioning/troubleshooting voice systems & data networks, trouble ticketing, LAN/WAN internal networking applications, and VOIP, Video, and IP Based applications
- Demonstrated work experience in project and task management proficiency with the ability to prioritize and execute accordingly
- Previous job experience in Network Operations Center, Network Monitoring Systems desirable.
- Access (FTTx, xDSL, and/or Metro-Ethernet) training/experience preferred
- Transport (SONET, Ethernet, Frame Relay, ATM, and/or MPLS) training/experience preferred
- Central Office (Power, Switching, Translations, Installation, Maintenance & Repair) training/experience preferred

- Experience in the following skills:
- Relevant job experience includes installing/repairing systems, including hardware and software configuration, installation, administration and maintenance, interfacing to OSS provisioning and service assurance systems, commissioning, and troubleshooting.
- Strong in Layer 2/3 protocols, technologies and troubleshooting IP-based networks
- Analytical skills in tracking, evaluating, and formulating plans to fix and improve problems with customer networks and equipment.
- Able to maintain a professional manner during difficult escalation situations
- Present a professional image in customer fronting situations
- Cisco Routers, Switches, CCM, Unity
- Remedy/CRM Trouble Ticketing System
- Remote monitoring tools equivalent to Netcool, Netsmart, BTECH, etc-
- Knowledge of VOIP and Data architectures and OSI model
- Follow-up and communication skills to implement and complete action plans.
- Troubleshooting skills and ability to provide solutions for complex issues.
- Interpersonal skills, self-motivated, flexibility in adapting to change, able to guide others to achieve common goals, and promote teamwork.
- Strong verbal and written communication skills
- Managing multiple projects/task simultaneously

C.  Computer and Network Technical Skills:                
- Analytical skills in standing up new network elements, with proper interfaces to OSS systems and to remote device management systems for customer equipment.
- Process development skills to support new product launches
- Strong troubleshooting skills and ability to utilize network test equipment and tools to capture data and provide solutions for complex issues
- Analytical skills in tracking, evaluating, implementing plans to improve complex customer and carrier networks
- Able to operate analytical test equipment such as data analyzers, etc.
- Scripting and programming skills to automate element management and device software configuration
- Demonstrated proficiency in the use of MS Office applications -Word/Excel/Visio/PowerPoint
- Experience in documentation skills and ability to develop training material
- LAN/WAN Troubleshooting including experience w/ IP Sniffers and protocol analyzers
- Cisco Certifications (CCNA/CCNP/CCIP/CCVP) - Highly desirable

Work Conditions
- Respond to afterhours call outs for network outages and escalated customer trouble on a 24x7 basis
- Work may be performed in an enclosed area lacking windows
- May require late hours and weekends to complete assignments and projects
- Indoor work exposed to indoor conditions, dust, noise, dirt, heat, various lighting conditions, etc

(See job description at www.hawaiiantel.com, reference 101618 to view Competencies, Physical Requirements and Mental Requirements for this position)

Job Status:
full-time

Job Categories:
Network Engineer

Job Location:
Oahu

Number of Openings:
2

Contact Information: