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Senior Analyst, Network Operations

2 months ago

Charlotte, United States Brightspeed Full time
Job DescriptionJob DescriptionCompany Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web  

Job Description

Brightspeed is looking for a Senior Analyst to join our team As a Senior Analyst, Network Operations, this role evaluates, opens/closes trouble tickets and works the repair of network equipment/facilities with field operations, tech support and other work groups.  Knowledge of equipment specific maintenance procedures and can assist field ops in card swaps and equipment restoration. Knowledge of Broadband / DSLAM network topology.  Some basic knowledge of Ethernet router / switch equipment is a plus.  Able to follow and develop Methods of Procedure (MOPs), anticipate problems, and take corrective action proactively. Understanding of telecom, network topology and repair procedures. Works with minimal supervision in NOC environment, sometimes for extended hours and is available to work all hours in a 24x7 environment. Communicates effectively with peers, other Brightspeed centers, off-net providers, and customers.

As a Senior Analyst, Network Operations your duties will include: 

  • Providing guidance to broadband analyst in day-to-day function regarding outage ticket updates and escalations
  • Daily tracking of LDO’s (long duration outages) (3 DAYS+) 
  • Broadband part order tracking and daily morning involved with sparing team
  • Monitoring the NAPA (part request) queue and ordering needed parts
  • Completing special projects created by Broadband leadership team to update network records, validate customer services, and basic troubleshooting of issues
  • Updating outage tracker/Health page sites to assist broadband to determine current state of the network
  • Supporting the data analysis needs for Broadband
  • Supporting the reporting needs for Broadband 
  • Providing quality documentation of network failures and maintenance activity
  • Establishing factual data to allow management and vendors to understand the problem and prevent reoccurrence
  • Managing and correlating multiple trouble reports
  • Communicating with internal customers and others in a repair situation
  • Interacting with all Tier repair teams and initiating internal/external escalations, as necessary
  • Providing follow up and closure of assigned trouble tickets
  • Knowledge and experience in network architecture of Broadband / DLSAM network systems and configurations
  • Basic understanding of Ethernet router / switch and ATM network equipment is a plus
  • Knowledge of Element Management Systems (EMS), Operational Support Systems (OSS), network inventory, alarming, provisioning, and other support systems
  • Proficiency in interpersonal communications, particularly with up and downstream personnel at all company levels
  • Works in 24x7 environment and may need to work evenings, nights and/or weekends and holidays
     
Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

  • Effective oral, written and presentation skills, including proficiency in the Microsoft Office program suite
  • Proven success in meeting or exceeding current metric objectives
  • No current forms of corrective action to include attendance, conduct, or performance
  • Strong communication skills that will enable the analyst to build partnerships with operational support groups, internal and external customers, and senior leadership in accordance with current business initiatives
  • The ability to operate positively in a quick-changing and fast-paced environment
  • Comprehensive understanding of network elements and scope of support
  • Recommend and participate in the implementation of new reporting tools and assessment of data to provide guidance that aligns with current business initiatives
  • Ability to learn languages such as SQL, NEO4J, Java, etc.
  • Working knowledge of Microsoft tools
  • Strong analytical execution with thoroughness, accuracy, and focus
  • Effective written and verbal communication skills including the ability to research data and structure its presentation in a manner that may be viewed and acted upon by senior Leadership
  • Identify gaps or opportunities, brainstorm innovative solutions, and drive actions to quick resolution
  • Ability to multitask and manage competing priorities

BONUS POINTS FOR: 

  • Industry certifications (Business Management or Technical Certification)  
  • Awards for operational or customer service excellence 
  • Experience working as a technical support analyst/specialist 
  • Experience working in a Network Operations Center 

#LI-GF1



Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Diversity, equity and inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:  

  • Brightspeed’s Privacy Notice for California Residents
  • Brightspeed’s Privacy Notice