NOC Engineer III, Incident Management Team

The application window will be open until at least October 11, 2024. This opportunity will remain online based on business needs which may be before or after the specified date.

GFiber’s mission is to deliver abundant internet on networks that are always fast and always open with products that are easy to understand and clearly priced. We believe customers deserve a better internet experience and everything we do is focused on providing just that. On our team, you’ll work in an environment that’s redefining the status quo in the Internet industry.  On GFiber's Incident Management Team, our NOC engineers resolve outages efficiently with their knowledge of network protocols, configurations, and troubleshooting techniques. This translates to shorter periods of downtime, preventing outages altogether, or identifying them in their early stages, minimizing downtime and improving customer experience.

Role Description

As a NOC Engineer III, you’ll perform ticket administration, event correlation, diagnostics, issue repair or dispatch, ensuring incidents are prioritized based on their business impact and customer satisfaction. As a Single Thread Owner, you will respond to all reported incidents initiating the proper management process with the appropriate teams to restore service as quickly as possible while developing and implementing incident resolution plans. You’ll have the opportunity to interact with internal stakeholders, across different shifts and teams, sharing regular reports on incident metrics, post mortems, industry updates, and more. 

In this role, you'll:

• Lead the end-to-end remediation, as a single thread owner, of all high severity events (critical escalation paths, compliance with on-call duties, vendor rolodex, augmentation of existing support models from vendors, and post mortem management). 
• Operate as a Single-Thread Owner when emergency protocols are activated, communicating with stakeholders throughout the incident lifecycle and coordinating with the appropriate response teams to restore service as quickly as possible.
• Identify, triage, and implement preventive measures to reduce the frequency and severity of incidents and all “chronic/repetitive” issues.
• Partner with Engineering and Tooling to build automations using new alerts and thresholds.
• Generate post mortem/RCA, identifying lessons learned, actions and drive to fruition, and regular reports on incident metrics, including response times, resolution rates and KPIs to track improvements in Mean Time to Resolve (MTTR).
• This role requires shift work that includes weekends and holidays.

At a minimum we'd like you to have:

• Bachelor’s degree in Computer Science, Engineering, telecommunications, a related field, or equivalent practical experience.
• 3 years of experience with network routing protocols, design and troubleshooting, with network equipment providers.
• Ability to work non-standard working hours including nights, weekends, holidays, and differing work rotations/shifts.
• Strong understanding of TCP/IP networking concepts, including routing, switching and DHCP.
• Experience with network monitoring,  ticketing systems, triaging escalation tools, and troubleshooting tools.

It's preferred if you have:

• Technical certifications, such as Nokia (ONC or NRS), Ciena(CE-A or CE-P), MEF CECP, Juniper (JNCIA or JNCIP).
• 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 Waveserver; Juniper MX/QFX/PTX, Nokia 7x50, Adtran/Nokia PON/OLT/ONT.

The US base salary range for this full-time position is $133,000 - $143,000 + bonus + cash award + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.