NOC Surveillance Specialist
Posting
Job Title NOC Surveillance
Specialist
Posting Job Description ***** This
is a 24/7/365 operation. Applicants
must be able to work a 4 day work
schedule: 12 noon-11pm or 10 pm-9
am. *****
1. Purpose: The purpose of this
position is to provide 24/7 outage
detection and resolution support
for the division in a manner
consistent with Time Warner Cable
policies, procedures, quality
standards, customer needs and
applicable local, state, and
federal regulations.
2. Essential Job Functions:
Collect and store all outage
information, giving periodic
updates and confirming restoration
of service, or following escalation
or ticket process.
Facilitate the planned and demand
outage resolution process including
scheduling, alerting, escalation
and reporting.
Provide outage post-mortem
analysis as needed relative but not
limited to cause or resolution
process.
Schedule demand maintenance based
on call center activity.
Interface with a variety of
departments including the
division's tier 3 group, the ATG
GNOC, Network Performance,
Broadband Network, Field Service,
Headend, Commercial HSD and
Dispatch.
Interface with entities outside
the division such as police, fire
and rescue agencies.
Make prudent decisions as to
demand outage scheduling, outage
restoration time and customer
impact utilizing the correlation of
data from multiple systems.
Proactively monitor all areas of
Time Warner Cable system. This
includes tracking and preparing for
Pay-Per-View and TV events, special
or unique weather conditions and
planned construction or maintenance
activities.
Comprehend and use NOC process
flows to effectively respond to and
manage all outage requirements.
Make critical decisions regarding
outages and departmental polices in
the absence of a supervisor.
Build and maintain positive
relationships with internal and
external customers on an ongoing
basis. Keep a positive attitude
throughout the workday and strive
to be a team player.
Mentor and support other NOC
employees as well as assist in
training, cross-training,
monitoring, and reinforcement of
procedures and guidelines for the
NOC. Provide feedback and
recommendations to management on
training needs as appropriate.
Establish on-going communications
with members of the technical team,
supervisors, managers, contractors,
and all other appropriate people or
companies involved in a declared
outage. May be required to work
various shifts and be required to
function on a 24-hour on-call
basis. Cooperates with co-workers.
Responds politely to customers and
co-workers. Works as a member of a
team. Accepts change in a
productive manner. Performs other
duties as assigned.
3. Job Requirements: Knowledge of
specific subject areas which make
performance of the job possible.
a. Education Level: Select one
level of education needed to
successfully accomplish the
essential duties of this job.
1
Level 2: Associate's degree (A. A.)
b. Required Education (Major):
Associate's degree in electrical
engineering and one year related
experience; or equivalent
combination of education and
experience required.
c. Required Certifications,
Licenses, Registrations, etc., to
perform the essential functions of
this position:
d. Experience/Skills Required:
Associate's degree in electrical
engineering and one year related
experience; or equivalent
combination of education and
experience required.
Demonstrated ability to use
email, IM, MS Excel & Word IE.
Familiarity with network topology
of the SC Division preferred.
e. Travel requirements and
frequency:
None
f. Legal or Financial
Responsibilities: Requires
adherence to Time Warner Standards
of Business Conduct. Position must
assist in maintaining the
confidentiality of customer and
business data at all times.
g. Communication Skill level:
Select one level of language
(ability to read, write and speak)
needed to successfully accomplish
the essential duties of this job.
After choosing correct level,
please use Table Menu to delete
other rows.
1
Level 3: Ability to read, analyze,
and interpret general business
periodicals, professional journals,
technical procedures, or
governmental regulations. Ability
to write reports, business
correspondence, and procedure
manuals. Ability to effectively
present information and respond to
questions from groups of managers,
clients, customers, and the general
public.
h. Reasoning ability: Select one
level of reasoning skills and
abilities needed to successfully
accomplish the essential duties of
this job. After choosing correct
level, please use Table Menu to
delete other rows.
1
Level 3 _ Intermediate Skills:
Ability to apply common sense
understanding to carry out
instructions furnished in written,
oral, or diagram form. Ability to
deal with problems involving
several concrete variables in
standardized situations.
i. Supervisory / Managerial
Responsibilities: If this job
supervises others, give the name of
unit(s) or department(s) managed
and an estimate of number of
employees supervised. If there are
subordinate supervisory positions,
list them here:
Determine and check which one of
the following statements would best
describe their leadership,
supervisory or management
responsibilities:
1 None.
TIME WARNER CABLE IS AN EQUAL
OPPORTUNITY EMPLOYER.
WE SUPPORT A DRUG FREE AND SAFE
WORKING ENVIRONMENT.
NCB-TWCC 11/04/2009
- Company:
Time Warner Cable - Location:
Columbus/Zanesville, OH - Job Status/Type:
Full Time
Employee - Industry:
Telecommunications Services - Work Experience:
1+ to 2 Years - Career Level:
Experienced (Non-Manager) - Education Level:
Associate Degree - Reference Code:
116127BR
