Engineer 4, Engineering Operations

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for operating, managing and supporting high profile Commercial customers and network services as well as associated infrastructure in a 24/7 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, inter-operability issues, etc. Works with limited supervision and direction while executing associated functions and responsibilities. Follows all operational practices and independently determines/develops approaches for non-routine solutions. Responsible for troubleshooting operations issues, providing technical solutions to operational problems, new product implementation, implementing existing products and services, contributing in project teams at times and the overall upkeep and maintenance of designated areas of engineering. Considered a subject matter expert on a given product or line of business. Acts in compliance with industry and Company technical requirements, standards, policies and procedure. Provides technical leadership to less experienced engineers and project teams. Takes on leadership responsibilities when supervisor is unavailable. Mentors team members and will take responsibility for critical situations with high profile customers when needed.

Job Description

Core Responsibilities:

• Act as an advocate for engineering operations procedures, policies and processes. Ensure projects are fully integrated into the operations environment including lifecycle problem management from front line through engineering.

• Drive issues through closure engaging all appropriate resources. Lead technical bridges and provide troubleshooting direction. Provide guidance and recommended solutions to complex technical issues both internal and external.

• Serve as team lead on multiple projects, often spanning different engineering disciplines within the organization.

• Contribute to design considerations for new products or architectural changes to existing products. Assist with or lead efforts to build new application infrastructure, coordinating efforts across teams.

• Lead the integration of projects into operations including instrumentation, automation, standardization and methods/procedures without direct supervisory responsibilities.

• Provide input to engineering and vendors on defects and required enhancements. Attains all relevant industry standard technical certifications.

• Troubleshoot network outages, network latency, or CPE failures

• Directs third party agencies (i.e. AT&T, Verizon,) internal resources, and external resources while troubleshooting and resolving complex peer-to-peer or vendor/supplier troubles focusing on rapid restoration.

• Advanced trouble-shooting skills. Entry-level design and development; cross systems technical knowledge; Subject matter expertise in one or more technical areas; demonstrates knowledge of technologies beyond core focus of initial study

• Provides clear, crisp, and concise technical communication and coordination during large outage scenarios.

• Able to identify conflict assessment as it relates to daily change management activities

• Setup dispatch and troubleshoot issues with local field operations to resolve customer/network related issues

• Direct efforts to maintain service Mean Time to Repair (MTTR) within regional or contractual standards

• Advanced Knowledge of Networks: o Local Area Network (LAN)

o Wide Area Network (WAN)

o Metropolitan Area Network (MAN)

• Advanced knowledge of o Carrier Ethernet

o Carrier Wavelength

o Cell Backhaul

o DOCSIS Standards

o Ethernet over HFC

• Advanced knowledge of network technologies on: o Open System Interconnection (OSI)

o Layer 1/2 protocols

o Internet Protocols – IP

o Routing Protocols

• Scripting knowledge

• 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

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Skills:

Troubleshooting; Network Operations; Network Technology

Salary:

New Jersey Pay Range: $99,863.30 - $149,794.95

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

7-10 Years