Engineer 4, Managed Services

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what's next. Powered by the nation's largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation's largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary
Responsible for the design, implementation, operational support of the Company internet protocol network. Provides expert-level technical advice and support for real time analysis, design, testing and operations of internet protocol router networks, etc. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. May lead teams or projects and shares expertise.

Job Description

the position

As a member of the Managed Services Center (MSC) team, you'll be the MVP providing critical support for our customers' complex networks. Think of it like being the star player in a high-stakes game, where you actively monitor, strategize, and execute plays to keep the network in top form.

your playbook

• Monitor the Network Management System (NMS) for faults and alerts, as well as enhance/refine the NMS to provide deeper insights into production. Your goal? Keep our customers in the game at all times.
• Serve as primary initial responder, tackling complex network problems, and ensuring seamless operations. Whether it's SD-WAN or managed Firewalls, you've got it covered.
• Keep a meticulous record of all network-related activities in our ticketing system to ensure we have a clear picture of customers' issues related to network performance.
• Play quarterback, interfacing with internal and external customers regarding SD-WAN, MPLS, Internet, Security, VoIP, and Managed Services. Your ability to work seamlessly with others is a game-changer.
• Provide technical supervision to lower-level engineers and technicians.
• Develop network performance baselines to assist in forecasting network utilization trends.
• Work alongside our Solution Architects to implement winning plays to improve our customers' networks. It's all about scoring big together.
• Prepare and present business review reports. It's your way of analyzing the game tape and making adjustments for future success.

skills you bring to the field

• Ability serving as a team lead & escalation point for all technical issues encountered within the Network Operations Center (NOC)
• Ability to provide Tier 4 support in a multi-tiered support role
• Ability to work closely with others in a team environment and high-volume customer-facing role
• Ability to work assigned shift (both hours and days, especially weekends) and participate in a rotating on-call schedule
• Demonstrated leadership ability to coach, mentor, train, and provide constructive feedback to both new and existing MSC team members
• Experience with systems, specifically open-source server operating systems, scripting languages and network monitoring systems
• Hands-on experience with SD-WAN architecture (configuring, installing, troubleshooting)
• Implementation of SD-WAN networks including application-aware & service-level agreement-based routing & failover
• Strong experience configuring, installing troubleshooting enterprise-grade firewalls, routers, WAPs; including a core competency in dynamic routing protocols (BGP, OSPF, EIGRP), along with security event management, DDOS mitigation, and HA systems
• In-depth experience troubleshooting, diagnosing, resolving, or escalating incidents with internal and external groups (Data Center Services, application support teams, escalations, the NOC, vendors, ISPs, etc.)
• Experience troubleshooting VOIP protocols, SIP call flows, and other voice-related technologies
• Experience with Carrier Ethernet Testing & Troubleshooting [including RFC 2544 or related testing]
• Experience with IPERF testing applications or equivalent
• Ability to identify and troubleshoot underlying root causes for key performance thresholds for latency, packet loss, and jitter
• In depth experience with T1, T3, OCn, Sonet, Ethernet, and Fiber delivery & troubleshooting
• Experience identifying & troubleshooting fiber low/high (Tx/Rx) light level issues via device CLI or GUI
• Demonstrated proficiency with packet capture applications [Wireshark, ColaSoft, TCPDump, etc.]
• Develops documentation and other intellectual property to drive innovation and focus the Network Operations Center on operating more efficiently
• Ability to collaborate and work cross functionally with Executives, Sales, and Product Development to support strategic sales opportunities
• Develop documentation and other intellectual property to drive innovation and focus the Network Operations Center on operating more efficiently
• Cloud platform experience on Azure, AWS, and/or Google Cloud Platform - Google Cloud Platform is a plus.
• Current Cisco CCNP, Juniper JNCIP track, CISSP certification, or equivalent a plus
• Current SD-WAN platform certifications including VeloCloud, Versa, Viptela, Cato, Fortinet

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills
Network Operations, Network Operations Center (NOC), Networks, Routers, Routing, Troubleshooting

Compensation
Primary Location Pay Range: $100,332.00 - $150,498.00

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education
Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relevant Work Experience
7-10 Years

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.