RNOC Surveillance Analyst

The Time Warner Cable Corporate office currently seeks a Tier I Network Surveillance Analyst for our Regional Network Operations Center. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.


Essential Job Functions:
Surveillance Analyst in the Regional Network Operations Center will provide a centralized focus on key elements impacting network transport facilities. Analyst will provide proactive network trend analysis to assist in identifying potential network issues and suggest corrective action. Maintaining the required intense focus on customer satisfaction will require data collection and analysis against normal activity levels. In some cases, normal activity levels will need to be established. A variety of tools, reports and systems data will need to be correlated to establish and adjust operating standards. Surveillance Analysts will be proactively involved in the monitoring and support for escalated customer issues. Analysts will work directly with various service providing departments and communicate this focus directly to the customer until pending issues are resolved. Analyst will also assist the RNOC Surveillance Specialists as needed. This assistance may require occasional second or third shift work schedules.
• Responsible for monitoring, maintaining, and fault detection on Regional Network Operating Center (RNOC) network systems that handle the network transport of high speed data, video and voice telecommunications over the corporation's networks.
• Track and establish trends based on network performance, problem and root cause analysis. Compare current activity against these trends. Recommend preventive maintenance as necessary.
• Handles moderately complex RNOC maintenance duties and troubleshooting.
• Comprehend and use NOC process flows to effectively respond to and manage outages.
• Continuously monitors and reports on RNOC operations and responds to system problems and outages.
• Identifies network problems, isolates root causes, and initiates corrective action.
• Detects, analyzes, and resolves network switching and transmission system problems while minimizing impact on customer service. Differentiates between primary and secondary network failures.
• Responsible for the more complex testing and analysis of network facilities (e.g., power, communication machinery, software, lines, modems, and terminals).
• Based on the severity or type of event, determines what additional resources are required. Issues service interruption reports to requisite government agencies.
• Build and maintain positive relationships with internal and external customers on an ongoing basis.
• Handles escalated and unresolved calls from less experienced representatives.
• Provides technical analysis to isolate issues and develop strategies to restore or activate services. Interacts with field engineers, core engineers, and transmission and RF staff regarding ongoing network activities.
• Recommends solutions to customer application questions.
• Keeps other departments apprised of the status of network problems or outages.
• Advises management on network communications failures or degradation and facilitates corrective action plans.
• Ensures RNOC operations comply fully with established policies and procedures
• Demonstrates advanced proficiency in all areas of RNOC operations and specialized knowledge in some.
• Ascertains compliance with security, safety, and environmental guidelines.
• Recognizes and recommends areas needing improvement.
• Anticipates and prevents, to the extent possible, problems and roadblocks before they occur.
• Receives general instruction on routine work and general instructions on new assignments.
• Mentors and supports 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.
• Work is generally supervised and reviewed for timeliness, accuracy and good judgment.


Job Requirements:
• Three years experience working in a Network Operations environment or application support group.
• Working knowledge of network transport principles, topologies, equipment and troubleshooting.
• Experience with network monitoring tools and concepts.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and process manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers or employees.
• Proficient in the use of Microsoft Word, Excel, Outlook, Visio and IE.


Education and Experience:
Bachelor's degree (B. A.) from four-year college or university; or equivalent training, education and experience.
• Experience with database report generation, tool development or application programming.
• Working knowledge of Time Warner Cable Hybrid Fiber Coax and Optical network design and functionality.
• Previous experience and ability to support a 24/7/365 Network Operation Center.
• Experience working with large commercial clients and service level agreements (SLAs)


The physical demands described here are those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is: Regularly required to talk and hear; Frequently required to sit, stand and bend at the knee and waist and walk; Required to use hand to type, handle objects and paperwork; Required to reach and hold on to items at chest level or reach above the shoulder; Required to use close vision and be able to focus. Finally, the employee generally works in an indoor office environment; overtime maybe required.


Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, and free cable (in specified areas). Qualified candidates should apply on-line at http://www.timewarner.com/corp/careers/jobtools_us/search_tp.html?partnerid=391&siteid=5161&codes=NMOB,105885BR. EOE/M/F/D/V