GFiber
Internet
NOCEngineerIIIMT(IncidentManagementTeam)
“NOC Engineer II - IMT (Incident Management Team) at GFiber. Skills: Incident Management, Network Troubleshooting, Network Protocols, Network Configurations, TCP/IP. perform ticket administration. event correlation”
What You'll Achieve.
resolve outages efficiently; shorter periods of downtime; preventing outages altogether; identifying them in their early stages, minimizing downtime and improving customer experience; ensuring incidents are prioritized based on their business impact and customer satisfaction; restore service as quickly as possible; reduce the frequency and severity of incidents and all “chronic/repetitive” issues; track improvements in MTTR
Industry & Context.
diagnostics; issue repair; troubleshooting techniques; rapidly assess, prioritize, and manage multiple concurrent incidents and competing priorities
shift work that includes weekends and holidays, non-standard working hours including nights, weekends, holidays, and differing work rotations/shifts, on-call duties
What They're Looking For.
Must Have
1 year of experience with network routing protocols, design and troubleshooting, with network equipment providers, understanding of TCP/IP networking concepts, including routing, switching and DHCP, Experience with network monitoring, ticketing systems, triaging escalation tools, and troubleshooting tools, Ability to work non-standard working hours including nights, weekends, holidays, and differing work rotations/shifts
Nice to Have
Experience in incident management, including leading war room calls, driving communication with stakeholders, preparing executive summaries, and providing timely updates and estimated time to resolution (ETR) during network outages or critical incidents, Technical certifications, such as Nokia (ONC or NRS), Ciena(CE-A or CE-P), MEF CECP, Juniper (JNCIA or JNCIP), Understanding of incident management processes and best practices (ITIL knowledge is a plus), Proven ability to rapidly assess, prioritize, and manage multiple concurrent incidents and competing priorities in a high-pressure, fast-paced environment, OSS Functionality (Fault Management and ticket administration), Understanding of CWDM/DWDM theory(C-band, L-band, wavelengths), linear and ring topologies, network hierarchy, and optical and routed Networks, Experience with the following equipment: CWDM/DWDM; Ciena Juniper MX/QFX/PTX, Nokia 7x50, Adtran/Nokia PON/OLT/ONT
What You'll Do.
perform ticket administration
issue repair or dispatch
respond to all reported incidents
initiate the proper management process with the appropriate teams to restore service
develop and implement incident resolution plans
Lead the end-to-end remediation of all high severity events
initiate and lead war room phone calls
Run stakeholder comms
deliver written summaries and reports to executive leadership teams
and implement preventive measures to reduce the frequency and severity of incidents and all “chronic/repetitive” issues
Generate post mortem/RCA
identifying lessons learned
actions and drive to fruition
regular reports on incident metrics
including response times
resolution rates and KPIs to track improvements in MTTR
How You'll Work.
Team & Collaboration
interact with internal stakeholders, across different shifts and teams; Initiate and lead war room phone calls with cross-functional stakeholders, including network engineers, system administrators, customer support, and management to drive resolution; Run stakeholder comms
Communication Scope
sharing regular reports on incident metrics, post mortems, industry updates, and more; deliver written summaries and reports to executive leadership teams about the incident status, progress, and estimated time to resolution (ETR); driving communication with stakeholders; preparing executive summaries; providing timely updates and estimated time to resolution (ETR) during network outages or critical incidents
Process & Methodology
prioritize multiple concurrent incidents and competing priorities
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