Specialist - eNOC Monitoring and Surveillance Hawaiian Telcom
Communications Inc - Honolulu, HI 96813 Summary The eNOC Monitoring &
Surveillance Specialist is responsible for the overall monitoring and
surveillance of the HT network. Responsibilities include providing tier
1 support to engineering, field operations, central office operations,
customer operations and switching functions through remote monitoring
and surveillance. Tier 1 support functions include switching, transport
operations, network surveillance, central office equipment installation,
Next Generation services (Video, VoIP, and MPLS based Services) and
network monitoring. This job includes network provisioning, remote
maintenance, database management as well as administration and
management of associated Network Management systems required to respond
to internal and external alarmed event. The Specialist will be required
to work in a team environment to support new technology deployments, the
Network Operations Center (NOC), Sales/Marketing initiatives, and Field
Technicians/Contact Centers to increase revenues, customer service
levels and customer satisfaction indices. Essential Duties and
Responsibilities: # Essential Functions and Responsibilities: Wt % 1
Responsible to provide Network Monitoring and Surveillance Tier 1
Support in the NOC: * Respond to phone calls & especially trouble calls.
- Analyze and respond to network outages, Network alarm events and
engage remotely to reduce/restore service impact and perform proactive
network analysis to improve Network Reliability. *
Create/update/complete trouble tickets; update and follow up on
outstanding tickets and perform escalation to Lead Specialists for
additional assistance. * Network Outage management: Coordination of
outage bridges, resources, restoration efforts and escalations to NOC
Lead Specialists, Technical and Vendor Support. Document and track
event. 60 2 Improve Network Operations awareness and implement
corrective actions: * Implement proactive measures to prevent/minimize
repeat occurrences, and follow-through on recommendations thru
preventive maintenance techniques/routines as directed by Lead
Specialists and Technical Support. * Implement department directives as
declared by project teams that drive network transformation and improve
the business. * Provide Network Operations Center trouble history and
performance reports. 30 3 Network Management Tier 1 Support and
administrative growth: * Provide 24x7 on-call support for network
outages, significant environmental events and NOC relief support. *
Create/review documentation including network diagrams, work
instructions and process. enhancements for support, provisioning &
alarming of network elements and supported services. * Conduct and
attend train the trainer sessions for supported network elements and
products. 10 Supervisory Responsibilities This position may require
performing as an acting Lead Specialists. Competencies * Strong Sense of
Accountability * Planning/Organizing - Prioritizes and plans daily work
activities; uses time efficiently; organizes or schedules their own
tasks * Ability to work independently - with minimal direction including
with follow-up * Decision making - makes sound, well informed,
fact-based decisions * Results driven with a sense of urgency * Change
Management -- adapts to new information, changing conditions, or
unexpected obstacles * Demonstrates accuracy and thoroughness; looks for
ways to improve and promote quality * Strong attention to
detail--accurate data gathering, insightful analysis, ability to manage
logistics and tactical details with flawless execution * Excellent
interpersonal communication, teamwork and project management skills
required * Proven track record in working effectively with cross
functional groups, sales organizations, and operations * Ability to
operate in a dynamic environment with minimal supervision * Possesses
the appropriate level of technical/functional expertise and knowledge *
Understands and applies procedures, regulations, and policies related to
areas of specialized expertise * Utilizes technology-based tools and
processes * Continuous learning and development * Customer service focus
and orientation * Problem Solving - identifies and resolves problems in
a timely manner; gathers and analyzes information skillfully; develops
alternative solutions; works well in group problem solving situations;
uses reason even when dealing with emotional topics. * Strong
presentation skills with the emphasis of leading and facilitating
discussions, directing meetings and documenting follow up requirements.
- Written Communication - Writes clearly and informatively; edits work
for spelling and grammar; presents numerical data effectively; able to
read and interpret written information. * Teamwork - Balances team and
individual responsibilities; gives and welcomes feedback; supports
everyone's efforts to succeed. Exhibits objectivity and openness to
other's views; gives and welcomes feedback; contributes to building a
positive team spirit; able to build morale and group commitments to
goals and objectives. * Ethics - Treats people with respect; keeps
commitments; inspires the trust of others; works with integrity and
ethically; upholds organizational values. * Process oriented - Knows and
understands how to identify, analyze, and create efficient scalable and
repeatable processes. * Ability to communicate with brevity and clarity
orally and through written communication to management, co-workers and
external customers. * Planning skills -- includes qualifying and
planning skills. Develop wholesale strategic planning capabilities,
goals, objectives, revenue, margin targets. * Technical skills --
includes product knowledge, business acumen and competitive knowledge.
Continually grow technical capability and increase market and
competitive intelligence. Qualifications Education and/or Experience: *
Associates degree in Engineering, Information Technology, Computer
Science; or three years related experience and/or training; or
equivalent combination of education and experience. Work experience: *
Must have a minimum of one (1) year work experience in Network
Operations Center Monitoring and/or Surveillance. * Two (2) years
Network Operations Center and Network Monitoring System experience
highly desired with any combination of the following technologies: * NOC
Ticketing and Monitoring tools; Netcool, Fujitsu, CRM, Remedy, ETA
Direct, Alcatel EMS, Naviscore etc. * Relevant job experience in:
installing repairing voice and data networks, including hardware and
software configuration, installation, administration and maintenance;
provisioning/troubleshooting voice systems & data networks, trouble
ticketing, LAN/WAN internal networking applications, and VOIP, Video,
and IP Based applications * Demonstrated work experience in project and
task management proficiency with the ability to prioritize and execute
accordingly * Access (FTTx, xDSL, and/or Metro-Ethernet)
training/experience preferred * Transport (SONET, Ethernet, Frame Relay,
ATM, and/or MPLS) training/experience preferred * Central Office (Power,
Switching, Translations, Installation, Maintenance & Repair)
training/experience preferred * Demonstrate Experience in any of the
following skills: * Relevant job experience includes
installing/repairing systems, including hardware and software
configuration, installation, administration and maintenance, interfacing
to OSS provisioning and service assurance systems, commissioning, and
troubleshooting. * Proficient in Layer 2/3protocols, technologies and
troubleshooting IP-based networks * Analytical skills in tracking,
evaluating and troubleshooting problems with customer networks and
equipment * Able to maintain a professional manner during difficult
escalation situations * Present a professional image in customer
fronting situations * Cisco Routers, Switches, CCM, Unity * Knowledge of
VOIP and Data architectures and OSI model * Follow-up and communication
skills to implement and complete action plans * Troubleshooting skills
and ability to provide solutions for tier 1 issues * Interpersonal
skills, self-motivated, flexibility in adapting to change, able to guide
others to achieve common goals, and promote teamwork * Strong verbal and
written communication skills * Managing multiple projects/task
simultaneously Computer Skills: * Analytical skills in standing up new
network elements, with proper interfaces to OSS systems and to remote
device management systems for customer equipment * Process development
skills to support new product launches preferred * Able to operate
analytical test equipment such as data analyzers preferred * Scripting
and programming skills to automate element management and device
software configuration desired * Demonstrated proficiency in the use of
MS Office applications -Word/Excel/Visio/PowerPoint/Outlook/Projects/etc
- Experience in documentation skills and ability to comprehend and
articulate training material * LAN/WAN Troubleshooting including
experience w/ IP Sniffers and protocol analyzers desired * Cisco
Certifications (CCNA/CCNP/CCIP/CCVP) -- Highly desirable Work Conditions
- Respond to afterhours call outs for network outages and emergency
response situations on a 24x7 basis. * Work may be performed in an
enclosed area lacking windows. * May require late hours and weekends to
complete assignments and projects. * Indoor work exposed to indoor
conditions, dust, noise, heat, various lighting conditions, etc. Mental
Requirements * Ability to manage multiple priorities, functions and
tasks. * Flexible and able to adjust quickly to many moving facets of
the job. * Ability to make quick situational assessments and react
accordingly. * Requires leveraging leadership and a variety of technical
skills to work across internal groups, as well as with vendors and
industry partners to support service offerings and infrastructure
capabilities. * Requires alignment with the Company's F.A.S.T. Values: *
Fierce Resolve -- be Focused, Determined, Overcome the toughest
challenges. * Aloha Spirit -- Heartfelt, Kind, Serve with warmth and
humility. * Superior Service -- Exceptional, Extraordinary, Strive to
provide the very best. * Trustworthy -- Honest, Reliable, Make promises
a reality. * Requires alertness and attention to detail. * Requires
managing multiple functions and tasks. Physical Requirements * Work
seldom performed at various locations under varying conditions. *
Lifting/carrying supplies up to 40 lbs. * Reading paper documentation
and electronic communications. * May require sitting and/or standing for
long periods of time. * May require identifying and distinguishing
colors. * Able to operate analytical test equipment such as data
analyzers, etc. * May require working in confined and dark areas for any
periods of time. * May require identifying and distinguish audible
tones/levels and colors. * Required to meet multiple priorities and
project due dates. NOTICE: This job description provides a general
description of the common duties performed by a person in this position.
It does not include every possible duty an individual in this position
may be asked to perform and is not all-encompassing. Jobs also may
require "other duties as assigned" and such assignments are considered
part of this position's job assignment. This job description is provided
as a general summary and does not constitute a contract for employment,
and does not in any way alter Hawaiian Telcom's employment-at-will
relationship with any employee in this position. Equal Opportunity
Employer Minorities/Women/Protected Veterans/Disabled Hawaiian Telcom
Communications, Inc. - 5 hours ago - save job - original job Apply On
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