Regional Operations Center Specialist IV

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. 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 leader ship during high volume and disaster recovery events. MAJOR DUTIES AND RESPONSIBILITIES 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 a nd 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 reso lution. 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. Comm unicates 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 suppor ts 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 supp orts 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