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Network voice and data Tech Support

Avacend, Inc.

Network voice and data Tech Support

Shawnee Mission, KS
Paid
  • Responsibilities

    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