SPECTRUM: Manager, Docsis Support Desk

JOB SCOPEThe 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 RESPONSIBILITIESActively 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 QUALIFICATIONSBachelor’s degree in engineering or related field, or equivalent work experienceMinimum six (6) years Engineering experienceMinimum two (2) years Management and Project Management experienceIndustry and vendor specific certifications and training (Cisco, Juniper, Alcatel-Lucent, (N)CTI, SCTE, BCT/E etc)Must be able to work the following shift: Sunday to Wednesday, 2:00PM to 1:00AMADDITIONAL JOB QUALIFICATIONSKnowledge of DOCSIS Solutions and Modulation profiles, CCAP and other developing standards of TFTP, TOD, CM files, and other related provisioning elementsAbility to handle multiple projects and tasks, make decisions and solve problems while working under pressure, and the ability to supervise and motivate othersComprehensive understanding of HVAC and power distribution systemsString Understanding of Analog Transmission Line Theory, Electronic theory, Fiber Optic theory, IP AddressingKnowledge of company products and servicesWORKING CONDITIONSOffice environmentExposure to moderate noise levelsTravel as required