Job ID: 4461
About Frontier Communications
Frontier® Communications provides communications services to urban, suburban, and rural communities in 25 states. Frontier offers a variety of services to residential customers over its FiOS® and Vantage™ fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure® digital protection solutions. Frontier Business™ offers communications solutions to small, medium, and enterprise businesses.
Frontier Communications provides communications services to urban, suburban, and rural communities in 29 states. Frontier offers a variety of services to residential customers over its fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure® digital protection solutions. Frontier Business™ offers communications solutions to small, medium, and enterprise businesses.
The mission of the of the Network Operations Center is to serve our Customers by performing surveillance and maintenance of the Frontier network on a 24x7x365 basis. The Network Operations Center (NOC) teams will ensure timely acknowledgement of network anomalies and failures and will follow documented methods to ensure efficient and timely resolution to each network incident. The teams will also take proactive measures to ensure the integrity and stability of the network, as well as provide technical support to all Frontier organizations.
(NOC) Incident Management Team General Duties
The Incident Management Team is a team within the Frontier’s Network Operations Center (NOC). They include members from the three primary disciplines contained under the umbrella of Frontiers (NOC). These disciplines are broken down by technology and include the following;
The TDM/Switch group, responsible for POTS/TDM/Switching equipment including all ancillary remote equipment, and Central Office Power Equipment.
The Transport group responsible for, Frontier’s Fiber Optic network equipment including all ROADM, DWDM/CWDM, Packet Optical, Sonet transmission, Digital Cross Connect, GPS Timing, and Asynchronous transmission equipment.
The Data group responsible for Frontier’s High-Speed Internet Networks, VOIP networks and associated Voice mail platforms, Metro-Ethernet Networks, and Core Backbone Networks.
The primary function of this team is to coordinate with the parties involved, communicate the status, and facilitate the restoration efforts of network anomalies and failures within Frontier’s networks. This team will engage both internal Frontier Teams (i.e. Operations Dispatch Center for Field technicians, Local Managers, or Tier II for the impacted technology) and External Inter-Exchange Carriers to ensure efficient and timely resolution to each network incident. This team will use our internal network monitoring tools to assist with trouble shooting, perform additional triage, and validate network incident restoral.
Each Prioritized Network Incident is given a timed restoral goal or Service Level Agreement (SLA’s). It is the job of the Incident Management team to ensure that the NOC meets the overall SLA’s of each Network Incident based on Customer Impact and Network Condition.
- Actively address all network incidents within the IMT area of responsibility (organized within a work que) to ensure each network incident is progressing toward restoral and escalate for assistance or communicate any road blocks for any network incident exceeding its SLA.
- The candidate will be required to log directly into the equipment to validate or triage the state of the network.
- Ensure that each Network Incident is filled out correctly and accurately reflects that state of the network. per documented guidelines. It is critical that defined fields and troubleshooting status notes are clearly and concisely documented as these are used for communicating status to both Frontier organizations and customers.
- Follow documented checklist and timelines for Network Incidents based on the Customer Impact and duration of Network Incident.
- Engage for assistance, status or escalate as needed with the individual teams within the NOC Organization, and within Frontier internal organizations as needed for trouble restoration (i.e. Dispatch for Field technicians, Local Managers, Engineering or Frontier’s Customer Facing organizations such as the TSO, and CCSC.)
- Establish, maintain, and document the progress of trouble shooting call bridges. Trouble shooting call bridges are actively led and managed to ensure all resources are working to resolve the network incident and effectively collaborating.
- Engage the appropriate teams for participation on the trouble shooting bridge based on technology, customer impact and duration of the Network Incident.
- Ensure that inbound call hold times from field technicians responding to Network Incident dispatches do not exceed establish guidelines.
- Engage Frontier’s Inter-Exchange Carriers as needed to address Network Incidents in their networks impacting the Frontier network.
- BA/BS degree in Information Technology/Computer Science, Business Management or related field or equivalent work experience.
- Minimum 1-3 years working experience in central office maintenance, central office equipment installation, network engineering, network provisioning and or Tier I technical support working with numerous transport network technologies including but not limited to;
- Digital Cross Connect Systems – Coriant 5500, Alcatel/Lucent 1631/1633 Dacs II, Dacs IV, and Telmar ECS1,
- ROADM systems – Coriant 7100, Ciena Z-series, and Fujitsu Flash wave 9500
- Sonet Systems - Ciena (Nortel), Fujitsu FLM and Flash wave families, Alcatel/Lucent, Cisco
- DWDM/CWDM – Juniper/BTI, Ciena, Optelian
- Asynchronous Multiplexer Various manufactures
- Symmetricom timing (BITS) equipment.
- You will be required to understand Network architectures and protocols to support working with numerous Transport technologies. This is including but not limited to;
- Uni-directional Path Switched Rings, (UPSR)
- Bi-directional Line Switched Rings (BLSR)
- Coarse Wave Division Multiplexing (CWDM)
- Dense Wave Division Multiplexing (DWDM)
- Reconfigurable Optical Add Drop Multiplexing (ROADM).
- You will be required to log directly into the equipment to validate or triage the state of the network. To accomplish this, you will be required have strong working knowledge of remotely communicating to network elements via a Direct connection or Element Management Systems including but not limited to;
- Fujitsu - Netsmart 1500
- Coriant - TNMS
- Ciena - Preside, Ciena Planet Operate
- Cisco – Cisco Transport Manager
- Able to work flexible hours and be a part of an on-call rotation for off-hour/weekend support
- Ability to handle and prioritize outage and network issues efficiently and effectively
- Strong communication skills both written and verbal.
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.