TOC Analyst Job Job in New York, New York US

TOC Analyst Job

Employee Type: Full-Time Industry: Other Great Industries Job Type: Other Location: New York, NY ( Map it! ) Loading map ... Company Overview Time Warner Cable is the second-largest cable operator in the U.S., with technologically advanced, well-clustered systems located mainly in five geographic areas ?" New York State (including New York City), the Carolinas, Ohio, southern California (including Los Angeles) and Texas. Time Warner Cable serves more than 14 million customers who subscribe to one or more of its video, high-speed data and voice services. Time Warner Cable Business Class offers a suite of phone, Internet, Ethernet and cable television services to businesses of all sizes. Time Warner Cable Media Sales, the advertising arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions that are targeted and affordable. TOC Analyst Job Job Description Posting Job Title: TOC Analyst Requisition #: 134222BR Posting Location: United States - New York - New York Area of Interest: Engineering/Technical Operations Operations/General Position Type: Full Time Posting Job Description: Position Summary: Provides first-line HFC network (OpticalTransmitter to Tap) surveillance, Trouble and Change Management support for Time Warner Cable Market in a 7x24x365 operation. Facilitates and coordinates the flow of communications between the TWC TOC (Technical Operations Center) and internal Time Warner Cable Operations groups. This position is for a member of the TWC TOC which is responsible for providing HFC network and related systems operations support for the Time Warner Cable Markets. The TOC is also responsible for delivering service in accordance with Technical Operations Standard TOC Support Model. Essential Job Functions and Responsibilities: Provides quality, timely and accurate end-to-end support of any issues within functional area of responsibility. This includes ticketing and notification/communication of the incident in ticketing system. Provides input and feedback for the development and improvement of TWC TOC communications processes and procedures. Provides surveillance of Time Warner Network using all applicable TOC Network, Systems Management Tools and Billing System. Responsible for Declaration of outages within the Billing System. Performs initial troubleshooting, problem analysis and isolation of HFC network and system events in accordance with Technical Operations Standard TOC Support Model. Performs tracking and management of Incidents to resolution in accordance with Technical Operations Standard TOC Support Model. Manages change tickets within the Change Management guidelines and procedures. Performs administrative tasks for TOC Management Tools, contact, escalations and notification lists and other documentation or systems under the direction of TOC Management. Reviews, audits and sets up response for customer reported ticketing trends. Acts as the voice of the customer with real time ticket monitoring. Uses tools and surveillance equipment to minimize repair time for service interruptions. Provides cross-functional communication regarding service interruptions or degradation which impacts our internal and external customers. Other duties as assigned by TOC management. Job Requirements: A high school diploma or equivalent is required with a minimum two year related experience and/or training. Strong written and verbal communication skills. Must be able to perform each essential duty satisfactorily. Must be willing to work in an entrepreneurial environment requiring broad experience, adaptability, quick learning and excellent problem solving skills. Must be able to manage multiple projects simultaneously, including resources, priorities, and timelines. General knowledge of Microsoft Office products to include Excel and Word. Education Level: High school diploma or general education diploma (GED) Experience/Skills Preferred: Successful candidate will have a functional knowledge of HFC networking, TCP/IP, VOIP and Digital Television. Experience with Remedy, Unified and Big Brother is desired. Working knowledge of Data over Cable systems and end-user support experience is a plus; ISP or broadband environment experience is highly valued. The requirements listed are a representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Legal or Financial Responsibilities: Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times. FCC Unit_TWC: 8341 Controlling Establishment ID: 00110 - NYC W 96th Street Job Requirements