Outage Event Specialist

Spectrum

Client Reference Code: 204952
JOB SUMMARY
This is a lead role within the Communications Desk Operations Team and provides end to end communications of Priority 1 (P1) and Priority 2 (P2) (system events that significantly impact Charter customers and / or business operations) system outage incidences from initial notification through to resolution. This is the primary position responsible for managing each event, coordinating the escalation process, participating in high level conference calls and technical discussions, and ensuring that periodic and meaningful updates are provided throughout the event timeline.


MAJOR DUTIES AND RESPONSIBILITIES
Primary Point of contact for all Major Incidents (P1 & P2) and is responsible for the creation and delivery of the initial communications and progress updates of system outage events to stakeholders: Customers; Fix Agents (IT, Engineering, Field Operations, Network Operations, etc.); Call Center Sites and Agents; Senior Leadership Team (VP to EVP level)
Responsible for bringing the necessary visibility and awareness of issues to leadership in order to expedite event resolution
Manages/Escalates internal processes to minimize the impact to business operations on behalf of the Comm Desk and Customer Operations team
Facilitates communications and incident conference bridges involving multiple cross functional teams.
Responsible for the effective implementation of “Incident Management” process and carries out the respective reporting procedure
Monitors incidents to ensure that the Service Level Agreements (SLAs) are maintained and that established processes are followed
Identifies, initiates, schedules and conducts incident reviews
Ensures the closure of all resolved and end-user confirmed Incident records
Works with teams to establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Expert Level Skills in using collaboration Tools like Lync, Spark, Slate, WebEx, Everbridge, etc.
Expert level skills using Microsoft Office including Visio
Exceptional communication skills both written and verbal
Full understanding of the various fix agent teams and structures (NOC, ROC, ITSOC, Telecom Ops, Billing Ops, etc.)
Ability to analyze data in coordination with the Comm Desk Operations team
Ability to translate data into Executive Level communications and presentations
Exceptional technical skills
Strong organizational skills, with a strong attention to detail
Ability to multi-task and be able to set priorities
Demonstrated customer service and interpersonal skills with ability to interact with all levels of employees
Ability to work under pressure in a fast paced environment and stay focused on issues during the entire trouble shooting process
Meets or exceeds productivity and quality standards in current role

Education
Bachelor’s degree or equivalent combination of education and experience

Related Work Experience Number of Years
Operations Management in Telecommunications 5+
Incident/Crisis Management 5+
Project Management or Communications role 5+
Executive/Management Liaison 3-5

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Full knowledge and understanding of Charter products and Services and / or similar networks
Advance certifications (CCNA, etc.)

WORKING CONDITIONS
Office environment

#CBCO



EOE
Charter Communications is an Equal Opportunity Employer – Minority/Female/Veteran/Disability

Job Code : TWCCOP310 Outage Event Specialist Exempt

204952BR

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