SOC Technician II (45050) Phoenix, Arizona

Position Details
Position Titlle: SOC Technician II
Reporting to: Supervisor, SOC
Department: Enterprise SOC Operations
Location: 1550 W. Deer Valley Road, Phoenix, AZ 85027
Posting End Date: 7/31/2013 (or until filled)

Availability to work a 4/10 schedule: Days Monday to Sunday. Hours: between 6am - 9pm

Position Summary
The SOC Technician II will keep our customers connected by supporting the SOC Vision to protect and preserve the local network integrity and provide Service Assurance, Network Intelligence, Communication, and Coordination, supporting all products and services for Cox Communications and Cox Business, while reinforcing the Company goal to be the most trusted provider in America.

This Technician will assume responsibility for any/all proactive and reactive tasks outlined in core functions (Incident Management, Service Assurance, Change Management, Reporting & Analysis) and will perform triage and remote restore functionality in a Tier III environment including Incident Command of any multi-customer outage.

Repairs and Remote Restore Functionality
Performs triage and remote restore functionality in a Tier III environment to minimize customer-impacting outages and service degradation
Performs and/or assists with internal escalation on all hardware and software failures, circuit troubles and all network related outages to comply with Cox standards
Coordinates and drives issues through problem resolution while minimizing restoral time and improving key incident management metrics
Uses command line functions to both log in and manipulate various equipment vendor types and network technologies with a focus on repair and isolation, as well as failover and investigate potential problems before they affect the customer
Keeps accurate and detailed records of activities associated with events
Creates clear, consistent, and timely notifications by utilizing standard communication tools

Investigate Trends and Ensure Prompt Resolution
Gathers and analyzes outage activities to identify trends and ensure prompt resolution of alarm/fault conditions Reviews available telemetry to ensure pro-active repairs are scheduled and completed prior to failure
Prepares postmortems and planned maintenance requests as required
Investigates issues relating to the Network and proactively directs maintenance activity to avoid further customer impact
Analyzes and/or assists with the analysis of equipment data, traffic data and surveillance data to predict and repair network faults
Prepares reports as necessary to ensure issue resolution
Validates network redundancy through ongoing testing as necessary

Implementing Process Improvements
Identifies and assists with creating and implementing process improvements and methods & procedures (M&P) documents

Coordinating Inter-Departmental Personnel
Coordinates and/or assists in coordinating inter-departmental personnel, local service providers and customers to restore circuit outages
Functions on a 24-hour call-in basis, in the event of serious incidents, as required


Required Qualifications:
Strong decision making, communication, and adaptability skills
Adjusts quickly to changing objectives and prioritizes tasks based on available data
Ability to effectively handle all work assignments with an eye towards reducing customer impact
Operational knowledge including advanced understanding of core MSO operations, designing and operating metropolitan networks, operating and repairing transport equipment, and the provisioning and troubleshooting of converged networks
Employs work standards that focus all work (both reactive and proactive) towards the customers reliability experience and maintains productivity without immediate supervision
Takes initiative to learn independently through multiple channels (Cox U, white papers, industry events, manuals, etc)
Troubleshooting experience with data and transport networks and related monitoring
Five years minimum experience within a problem management position focusing on issue ownership and resolution and including network failure isolation and repair

Preferred Qualifications
Six or more years experience within a problem management position focusing on issue ownership and resolution and including network failure isolation and repair
Six or more years experience with troubleshooting and resolving network and transport issues in a large scale networks
Cisco Certified Network Administrator (CCNA), Cisco Certified Network Professional (CCNP) certifications, in addition to Juniper Networks Certified Internet Associate (JNCIA), Alcatel Lucent Technologies (ALU)
Experience troubleshooting RF networks with a focus on tracking and resolving issues
Hands-on experience with Cisco, Juniper, and Motorola data products
Hands-on experience with Cisco, Alcatel-Lucent, Infonera, and Fujitsu transport products

Ability to adapt
Strong decision making and communication skills
Takes initiative to learn independently
Ability to perform critical thinking
Possess peer leadership capabilities
Possesses strong verbal & written abilities
Ability / flexibility to work within a dynamic fast paced environment

Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.

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Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.