Noc Analyst
Ncs Technologies
Mount Laurel, Nj
* Provide 24x7x365 monitoring and support for engineering teams in the Comcast footprint.* Monitor customer-facing production systems for Video System Services, Business Class Services, Xfinity Home Security, Xfinity Mobile, Anti-Abuse Engineering, Voice Mail System Services, and High Speed Internet groups in Comcast Cable * First level Support for UNIX, windows, and network based teams.* Use monitoring tools such as Splunk, SCOM, Nagios, Spectrum, AppDynamics, and other in-house tools to monitor network and application faults.* Perform basic troubleshooting and triaging according to standard operating procedures* Utilize multiple ticketing systems such as Jira and Remedy to record steps for diagnosing, root cause, and solution of issues.* Handle telephone and e-mail escalations from customer care, local markets, engineering, and management. * Manage national outages and other events for Comcast - Diagnosing causes and assembling teams to minimize the length and impact of outages.* Host and coordinate outage-bridge troubleshooting calls and engage additional resources as needed to resolve service impacting events.* Correlate events across multiple subsystems to narrow down potential root causes of problems.* Manage internal communications to front line support personal, managers and executives enterprise wide keeping them informed about outages, what the national impact has been, likely to become and how to immediately mitigate the impact on our customers.* Maintain accurate record keeping, incident timelines, turnover logs and status reports.* Recommend policy changes, update SOPs, and follow SLAs to ensure highest level of service possible.
