Regional Operations Center Specialist IV

The ROC Specialist IV performs and directs advanced first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network surveillance, alarm and intake triage and correlation, collection and collation of key information, ticket / SRO creation, dispatch, fix agent support, and ticket / SRO resolution in all operational conditions regardless of complexity.

The role ensures the methods employed to restore services are effective, time-efficient and within company specifications.

It also acts as the subject matter expert for DOCSIS alarms, other telemetry sources, network topology and all related data sources, collection methods and definitions.

The ROC Specialist IV is the main technical point of contact to leadership during high volume and disaster recovery events.

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Perform all duties and responsibilities of a ROC Specialist III as needed.
• Performs surveillance of HFC network using all applicable ROC systems, telemetry, alarms, topology, tools and other sources of information to identify network outages, impairments and other issues, document and prepare tickets and SRO’s
• Engage the appropriate fix agents and minimize customer impact of any service interruption or network impairment and supports others performing this function.
• Performs complex troubleshooting, analysis, triangulation and correlation of HFC network impairments and outage events in accordance with the Regional Operations Center (ROC) Playbook and supports others performing this function.
• Review network performance indicators and develop the appropriate response for any valid trends, always considering the overall customer experience when developing a plan of action and supports others performing this function.
• Proactively monitors telemetry and alarm patterns to identify persistent and intermittent problem areas, takes action to document, ticket and track to resolution.

Work directly with the field leadership to coordinate resolution.

• Perform notification and communication of incidents using established protocols and support systems as defined in the ROC Playbook or by the ROC management team and supports others performing this function.
• Tracks and manages outages and impairments to resolution and manages HFC Change tickets in accordance with all guidelines and procedures described in the ROC Playbook and supports others performing this function.
• In a fast paced environment and under all conditions including disaster recovery, prioritizes outages and impairments and provides direct fix agent support to minimize the resolution time of difficult outages or impairments in accordance with established standards.
• Communicates and escalates issues and concerns pertaining to events and maintenances.
• Escalates issues outside of the ROC and collaborate with others to resolve software and hardware issues.
• Responsible for routing and supporting Maintenance Techs and supports others performing this function.
• Creates SROs for all activities routed to a maintenance technician either through automation or manually including activities that may be ticketed in another system such as Remedy or any other ticketing process and supports others performing this function.
• Ensures Change Management process is compliant with Company guidelines, including the generation of daily, weekly, and monthly reporting on HFC change management activities and participation in Change calls.

Involved in Change de-confliction process.

• Responsible for Pre / Post snapshots, E911 checks for all network interruptions and validation of service restoration for large fiber event changes.
• Acts as the technical point of contact (POC) for ROC associates when a supervisor is not on duty; acts as a technical POC within the ROC department and in support of Field Engineering.
• Works with the ROC analyst to generate data and information demonstrating the status of persistent and / or intermittent network impairments.
• Provides training and feedback to ROC employees to improve overall technical knowledge and response time to the customer;

provides feedback and recommendations to management on training needs as appropriate.

• Drives continuity, standards and compliance with the company's Network Protection Policy (NPP), Preventive Maintenance Plan and Fiber Restoration Plan for field engineers and technicians.
• Leads technical discovery and preparation of root cause analysis or RCA information and participates in RCA reviews.
• Escalates to and collaborates with vendors to resolve software and hardware issues.
• Performs other duties as assigned.

Required Skills / Abilities and Knowledge

• Ability to read, write, speak and understand English
• Demonstrated customer service and communication skills
• Ability to meet all requirements and regularly perform all functions of the ROC Specialist III
• Substantial knowledge of HFC network concepts, DOCSIS and end-user support principles
• Ability to communicate professionally, effectively, and courteously with customers and coworkers using a variety of communication formats (email, chat, in-person, telephone)
• Troubleshooting and / or problem solving skills to effectively analyze and troubleshoot complex HFC related issues by interpreting data outputs from multiple tools
• Ability to work well with others as part of a team environment
• Ability to effectively manage multiple projects simultaneously, including communications to internal and external customers, locating resources, setting priorities, and managing to SLAs
• Ability to develop conclusions and offer solutions based on outputs from HFC network management tools
• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists
• Substantial knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing industry concepts and issues
• Knowledge of desktop computer hardware and software (e.g. monitoring tools) used to analyze network performance
• Ability to use online knowledge systems and search for reference procedures and work aids (i.e. paperless resources)
• Ability to write routine reports and correspondence as well as create or produce reports outlining specific trends in the HFC network to efficiently resolve plant issues
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to distinguish and identify various colors to identify multiple alarm states in the tools and software utilized in the ROC environment
• Ability to read and interpret HFC plant schematics / prints preferred

Required Related Work Experience and Number of Years

• Cable / telecommunications experience (Field Ops, HFC plant troubleshooting or Maintenance Tech) experience - 4+
• NOC, Dispatch, Call Center Tier or help desk support experience - 4+

Preferred Education

• Two-year degree or certificate with an emphasis in telecommunications or IT
• Completion of SCTE broadband and network maintenance related courses
• A+, N+, and / or MCSE or related certifications are

Preferred Related Work Experience and Number of Years

ISP and / or broadband environment support experience

ENO180 2024-40791 2024

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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.