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NOC Supervisor

Company: Frontier Communications
Location: Irving
Posted on: January 9, 2021

Job Description:

Supervisor NOC Surveillance TeamSummaryResponsible for monitoring and controlling the Frontier Communications GTD5, DCO, EWSD TDM switching technologies and all its associated elements in the Network Operations Center (NOC). Principal accountabilities include the surveillance and maintenance of equipment failures, execution of work-around procedures to minimize the impact on service, and utilization of all available support system technologies to identify and resolve a wide variety of network problems. The team will also take proactive measures to guarantee the integrity of the network and provide technical support to all Frontier organizations.Responsibilities:The overall responsibility of the Supervisor position is to oversee the NOC technicians and specialists assigned to the Surveillance Team. The Supervisor will ensure that the Surveillance Team effectively and efficiently triages all alarms within 30 minutes of presentation as actionable or un-actionable and creates high-quality tickets/N.I.s.Key responsibilities:

  • Continuously monitor Netcool sessions to ensure specialists are effectively triaging all alarms within 30 minutes of presentation.
  • Achieve less than 10% of alarms with Investigating Trouble and NOT SET response codes during your shiftAcceptable Triage outcomes
    • Ticket - create appropriate N.I./Remedy ticket (e.g., Outage, Degrade, LOV, Simplex, Maintenance)
    • Correlate to open ticket, N.I., CM, or work order.
    • Acceptable Non-actionable response code. (i.e., New install, Pending disconnect, unassigned circuit, transient event). Investigating Trouble is not acceptable as a final response code.
    • Escalate to the Supervisor - need training, adjust severity, refer to Tier II, adjust suppression times
      • Ensure Quality Control for Alarm processing, ticket creation, and handoff functions of the team
        • Review technicians Ticket Creation, Alarm Correlations, Journal notes, and Dispatches for accuracy.
        • Weekly accountability via report and review with the Director - We will work together to the process to perform this
        • You will report out at least weekly on the following:
          • Percentage of alarms triaged within 30 minutes.
          • Percentage of alarms ticketed
          • Percentage of alarms correlated to an open NI/CM/Ticket/Work Order.
          • Percentage of alarms with response codes Investigate Trouble and NOT SET. If not within 10% then you will need to explain why.
          • Quality checks on Ticket Creation, Alarm Correlations, Journal notes, and Dispatches for accuracy. - measurement to be developed
          • Maintain Team Schedule(s) in PATS
          • Ensure adherence to H.R. practices and policies including contractual complianceBasic Qualifications
            • Results obtained in standard tests for this position must meet minimum requirements established by the Company, in accordance with Company policy.
            • Must be able to read, write and perform the following mathematical calculations: addition, subtraction, multiplication and division.
            • Working knowledge of ViryaNet and any TDM switching technology is desirable.
            • Must have good troubleshooting and analytical skill sets
            • Must possess average manual dexterity for fine adjustments and keyboard operations.
            • May be required to sit for extended periods while operating a work station.
            • Prolonged exposure to a computer terminal and keyboard usage.
            • Moderate lifting, approximately 25 to 50 pounds, may be required when handling tools, materials, supplies, and other equipment.
            • You are required to work day, evening, or night tours, overtime, holidays, weekends, and emergency call-outs.
            • Classroom and on-the-job training may be away from home location.Education:
              • A minimum requirement of one (1) or more years education/skill/experience, which will be considered from any one (1) or a combination of the following:
                • Applicable formal training.
                • Applicable education.
                • Practical work experience in one (1) or more of the following systems: ACGS switch family, DMS10/100 and/or DCO switch products, AT&T 4ESS and 5ESS products, fiber, T1 carrier or digital radio.
                • Applicable work experience in digital transmission or switching work acquired through military service or related industry, trade school.
                • Held one or more of the following Company job titles within the last 10 years: Equipment Installer, Customer Equipment Technician, CZT I (C.O.).

Keywords: Frontier Communications, Irving , NOC Supervisor, Other , Irving, Texas

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