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Job Details


Comcast Corporation

Manager, Tier 2 Operations (R326630)

Telecommunications

All

Yearly

No

Philadelphia, Pennsylvania, United States

Comcast brings together the best in media and technology. We drive innovation to create the worlds best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for developing and managing a wireless Tier II operations team. Position is a leadership role for the remote network surveillance and advanced trouble shooting team. The Manager will mentor necessary parties in the Monitoring, Testing, Maintaining, and Restoration of the 5G Network. The responsible party will lead Tier II diagnostic and outage restoration efforts to support the Comcast 5G NOC during network outage events and resolve network related trouble tickets. The candidate will also provide statistics and lessons learned from past outages and will implement changes to mitigate future risks.

Job Description

Core Responsibilities

  • Assist the national team with the development of a Network Operations strategy that includes KPI and SLA management, organizational structure, fault/alarm management, performance management, tool identification / development and associated incident management and change management processes.
  • Ability to thrive in a high stress environment while working with Tier 1 and Tier II NOC Engineers, 3rd Party Tier I and II NOCs, Field Ops Technicians, (Fiber, Power & Equipment) Vendors, performance engineering teams and Executive Leadership.
  • Timely, Professional response to emails, phone calls executive notifications through routine and extended service impacting events.
  • Work with stakeholders to define business and systems requirements for new technology implementations.
  • Ensure the efficient utilization of NOC resources – including personnel and equipment across the organization.
  • Manage staffing levels for the NOC and recommend new resources based on organizational demands.
  • Lead a small team of NOC Engineers who are responsible for proactively monitoring, and triaging the 5G Radio, CORE, RAN, VAS, Data & IP services.
  • Coach and mentor engineers to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.
  • Define schedules, roles, and responsibilities for Tier II NOC Engineers.

Critical Skills

  • Extensive knowledge of computer systems, emphasis on application use for network monitoring, OSI Layer, general electronic test equipment.
  • Develops & Implement ideas, technical and non-technical, in a logical, compelling manner in a written format and verbally in both small and large group settings.
  • Creates new processes/procedures to automate the trouble identification, notification, restoration, and documentation processes.
  • Provide incident review and analysis requests to determine root cause analysis to Executive Leadership.
  • Verify and Correct Method of Procedure (MOP) documentation for activities to be performed in a production environment.
  • Advanced level knowledge of cell site topology, Transport and RF KPI’s.
  • Minimum of 10+ years wireless operations for a major carrier.
  • Experience in a Network Operations Tier 1 and Tier 2 environment.
  • Samsung Radio operations experience.
  • Nokia Core and Network operations experience.
  • Capable of managing multiple projects and responsibilities, sometimes under extreme time-critical conditions.
  • Natural ability to work with all levels of management, staff, and vendors.
  • Proven experience managing partner relationships.
  • Proven experience with people management, with direct and indirect influence.
  • Results focused, using energetic and positive leadership and communication skills.
  • Capable of managing multiple projects and responsibilities, sometimes under extreme time-critical conditions.
  • Natural ability to work with all levels of management, staff, and vendors.
  • Proven experience managing partner relationships.
  • Proven experience with people management, with direct and indirect influence.
  • Results focused, using energetic and positive leadership and communication skills.

  • Education

  • Bachelor’s degree in Electronics, Computer Engineering, Computer Science, Vocational/Technical Training with 8 years of relevant work experience; or
  • two-year vocational degree in a technical discipline with a minimum of 10 years of equivalent work experience working in a wireless network operations environment; or
  • technical military IT or communications training with a minimum of 10 years of equivalent work experience working in a wireless network operations environment.

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.
  • Respect and promote inclusion & diversity.
  • 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 EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

Relevant Work Experience

7-10 Years

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. 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 [Register to View] on our careers site for more details.