LOCATION: Overland Park KS

MID SHIFT 10 PM - 6 AM SUN - THURSDAY

Job Description:

         The Service Operation Center technician/engineer monitors overall Sprint voice and data service quality and takes rapid action to rectify service degradation and service outages that impact subscribers.

Service Operations Center

Responsibilities

• Monitors overall Sprint voice and data service quality and takes rapid action to rectify service degradation and service outages that impact subscribers.
• Provides proactive management oversight and personal ownership for identification of trending network issues related to integration of new service(s) with existing.
• 24x7 monitoring end-to-end vertical ownership of service views vs. traditional NOC platform and element views.
• Maintains broad awareness of events impacting or have the potential to impact Voice and Data services in the IMS, EPC, and RAN.
• Point of escalation to partner with customer facing organizations to assist in expediting resolution of impacts to services.
• Leverage Service Management dashboards and tools to measure key performance indicator, operational performance indicator trending changes.
• Performance management using business analytic tools to include: Netscout ¿ NG1, nBA, IRIS; Empirix Intellisight, TrueCall; and Spirent Visionworks.
• Provides initial impact assessment (service and network) through triage and isolation analysis.
• Ticket creation, escalation, and routing to appropriate fix agent team(s).
• Partner on post incident reviews with focus on continuous improvement and optimization of tools for improved customer experience to include problem management.
• Focuses on the correlation of service performance thresholds alerts to quickly locate issues, and prioritize workload based upon service impacts and customers affected.
• Works with the broader Service Management function to drive adherence to key performance indicators (KPI) and service level agreement (SLA) metrics.
• o Proactive monitoring key quality indicator¿s (KQI).

Required Skills Required Experience