NOC Engineer II - IMT (Incident Management Team) at GFiber · Austin

Summary: GFiber is an Alphabet company focused on delivering exceptional internet services across the United States. The NOC Engineer II will be responsible for managing incidents, ensuring quick resolution of outages, and improving customer experience through effective communication and incident management processes. Responsibilities: - 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) - Initiate and lead war room phone calls with cross-functional stakeholders, including network engineers, system administrators, customer support, and management to drive resolution - Run stakeholder comms and deliver written summaries and reports to executive leadership teams about the incident status, progress, and estimated time to resolution (ETR) - Identify, triage, and implement preventive measures to reduce the frequency and severity of incidents and all “chronic/repetitive” issues - 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 MTTR Required Qualifications: - Bachelor's degree in Computer Science, Engineering, telecommunications, a related field, or equivalent practical experience - 1 year of experience with network routing protocols, design and troubleshooting, with network equipment providers - Strong understanding of TCP/IP networking concepts, including routing, switching and DHCP - Experience with network monitoring, ticketing systems, triaging escalation tools, and troubleshooting tools - Ability to work non-standard working hours including nights, weekends, holidays, and differing work rotations/shifts Preferred Qualifications: - Experience in incident management, including leading war room calls, driving communication with stakeholders, preparing executive summaries, and providing timely updates and estimated time to resolution (ETR) during network outages or critical incidents - Technical certifications, such as Nokia (ONC or NRS), Ciena(CE-A or CE-P), MEF CECP, Juniper (JNCIA or JNCIP) - Understanding of incident management processes and best practices (ITIL knowledge is a plus) - Proven ability to rapidly assess, prioritize, and manage multiple concurrent incidents and competing priorities in a high-pressure, fast-paced environment - 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 Required Skills: Network routing protocols, TCP/IP networking, Network switching, DHCP, Network monitoring, Ticketing systems, Incident management, Nokia ONC, Nokia NRS, Ciena CE-A, Ciena CE-P, MEF CECP, Juniper JNCIA, Juniper JNCIP, ITIL, OSS Fault Management, CWDM, DWDM, Ciena Waveserver, Juniper MX, Juniper QFX, Juniper PTX, Nokia 7x50, Adtran PON, Nokia PON, OLT, ONT, Stakeholder Management Benefits: Bonus, Cash award, Benefits