Engineer 2, Engineering Operations - Xcellence Network Operations Center

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, deploying, managing and continuously improving Comcast's Voice, Video, Commercial, Data, Home Security, Systems and Network services as well as associated infrastructure in a 7/24 environment. Examples of infrastructure include, but are not limited to: routers, CMTS, switches, optical and TDM transport, applications, servers, IP scopes, databases, etc. Position focuses on deploying and stabilizing code, technologies, services, networks, systems, tools and driving standardization, automation and service focused instrumentation. Provides subject matter expertise, resolves complex break/fix scenarios, engaging broader teams as necessary; partners with/leads engineering, vendors and regions to achieve continuous improvement. Serves as high-tier operations support for various field, CARE, vendors and customer-focused organizations. Contributes to command and control-related activities focused on restoration of complex outages, communication across Comcast and rapid restoration. Works and directly leads external vendors, third parties and associated agencies, when necessary, to address issues across the PSTN, peering arrangements, inter-operability issues, etc. Works with limited supervision and direction while executing associated functions and responsibilities. Follows operational practices and independently determines/develops approaches for non-routine solutions. Receives general direction in areas of focus. Serves as team lead on projects.

Job Description

Core Responsibilities

• Skills in Areas of Focus: SYSTEMS Design, code, test, deploy and evaluate highly reliable programs/scripts in Perl, C, C++ etc. Administers and deploys configuration changes in a WebLogic, Unix, Linux environments. Develops and implements fail over procedures to mitigate impacts resulting from failures in the application or infrastructure. NETWORK Load balancer, firewalls, routers, CMTS, associated protocols, advanced troubleshooting, protocols, multi and uni-caste, MPLS, IP management, DNS, traffic management and sparing. VOICEPSTN, SIP, routing, Cedar Point, Cisco, IMS, SS7, carrier to carrier troubleshooting etc. COMMERCIAL Axerra, Ciena, Juniper, Layers 1, 2, 3, ENS and associated services. VIDEODSG and 2way conduit applications, channel migration from the headend to the CRAN, set-tops, IP video deliver i.e. RPD's, OM-1000's and NC-1500's, MPEG troubleshooting, through a variety of highly complex analytical duties in the testing and evaluation of Comcast's network.
• Performs a variety of complex analytical duties in the planning, deployment, testing and evaluation of Comcast's network, products and services including CRAN, CMTS and the IP platform, Voice, Data, Commercial, Systems and Video platform. Works closely with engineering, vendors and field to identify and drive improvements across the topology.
• Directs third party agencies (i.e. AT&T, Verizon) and internal resources while troubleshooting and resolving complex peer-to-peer troubles focusing on rapid restoration. Devises and implements strategies for solving technical issues directly impacting internal and external customers or increasing performance across broad eco-systems.
• Develops, produces and reviews of documentation, instructional and procedural manuals for other employees to utilize to resolve problems or make network improvements. Examples include: complex processes for acceptance of new products (i.e. cable modems, systems,) testing such as operational readiness, tools focused on automation (i.e. IP scope tool,) etc.
• Supports all of the XNOC tools and alarms; analyzes systems needs and determines prioritization of break/fix scenarios; implements code changes and suggests improvements. Ensures the availability of networking services; studies, evaluates, analyzes and monitors the network and services to determine problem areas and/or areas of concern. Monitors, isolates, triages and resolves outages and impairments. Identifies and implements opportunities for improvement.
• Ensures databases, applications, hardware and other related resources are properly maintained. Provides subject matter expertise on equipment and services to other operational groups. Updates code and software to ensure proper system performance.
• Provides clear, crisp and concise technical communication and coordination during medium outage scenarios.
• Directly executes changes, in the network and across systems, focused on deploying new services, implementing changes and stabilizing products following established change management processes. Accountable for configuration management techniques, ensuring infrastructure is correctly aligned and fully compliant with standards.
• Accountable for understanding and managing services across complex ecosystems, cutting across multiple technologies, organizations and solutions. Requires detailed understanding of interdependencies/interdependencies. Accountable for providing technical assessment of changes across ecosystems to ensure resolving potential conflicts before impacting intra-/interrelated vertical systems. Develops and reports on metrics which show system uptime and overall service desk compliance to ITIL standards.
• Possesses in-depth knowledge and breadth across two to three major ecosystems/technologies requiring technical competency, advanced training and outstanding verbal and written communication skills. Leverages engineering methodologies is specific areas of focus. Possesses in-depth working knowledge and application of process design, client server technology and internal processes. Provides training and coaching to NSAR, CARE, sub-set of field organizations, peers and more junior engineering operations staff.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• 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.
• 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.

Skills

Analytical Thinking, Network Operations, Troubleshooting

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 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.

Certifications (if applicable)

Relative Work Experience

2-5 Years

Comcast is proud to be 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.