Engineer 2, Engineering Operations at Comcast (Mount Laurel, NJ)

Comcast's Technology & Product organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards.

Job Summary:

Responsible for operating, managing and supporting high profile Commercial customers and network services as well as associated infrastructure in a 7/24 environment. Examples of infrastructure include but not limited to routers, switches, CMTS, etc. Day to day operational responsibilities includes pro active monitoring, isolation, triage and resolution of all network outages/impairments. Serves as operations support for various regions, vendors, internal/external organizations. Drives standardization and service focused instrumentation. Contributes to the command and control network related activities focused on restoration of outages, clear and concise communication across Comcast/Commercial customers and rapid restoration of network services. Works and directly leads external vendors, third parties, and associated fix agents, when necessary, to address issues across the network, peering arrangements, interoperability issues, etc. Works with limited supervision and direction while executing associated functions and responsibilities. Follows all operational practices and independently determines/develops approaches for nonroutine solutions. Receives general direction in area of focus.

Core Responsibilities:

• Proactive/Reactive monitoring of Comcast's Commercial Network Core/Edge devices using various Element Management tools (Spectrum, Ericson Experience Manager, SevOne, etc) to isolate and troubleshoot all network related issues
• Process all customer calls/emails and take ownership of issue until resolution
• Troubleshoot network outages, network latency, or CPE failures
• Setup dispatch and troubleshoot issues with local field operations to resolve customer/network related issues
• Direct efforts so as to maintain service Mean Time to Repair (MTTR) within regional or contractual standards
• Advanced Knowledge of Networks:
  • Local Area Network (LAN)
  • Wide Area Network (WAN)
  • Metropolitan Area Network (MAN)
• Advanced knowledge of
  • Carrier Ethernet
  • Cell Backhaul
  • DOCSIS Standards
  • Ethernet over HFC
• Advanced knowledge of network technologies on:
  • Open System Interconnection (OSI)
  • Layer 1/2 protocols
  • Internet Protocols IP
  • Routing Protocols
    • OSPF
    • MPLS
    • IGP
    • IGRP
    • E/BGP

• Scripting knowledge
• Open and update Tickets using:
  • Remedy
  • MetaSolv
  • Cramer
• Good Analytical/Communication/Troubleshooting Skills
• Ability to provide on the job training to new hires as and when required
• Create processes and procedures for troubleshooting and ticket management as needed
• Initiate root cause analysis (RCA) request, participate in RCA calls as needed, proof all RCA's prior to sending to leadership and provide feedback as needed
• Regular, consistent and punctual attendance. Must be able to work any shift including nights, weekends and selected holidays (variable schedule as needed)
• Other duties and responsibilities as assigned

Job Specification:

• Education Level Prefer Master's Degree/Bachelor's Degree or Equivalent Field of Study Engineering, Computer Science
• Certifications CCNP or JNCIS
• Years' Experience generally requires 3+ years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer and all qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex or any other legally protected category.

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