What you’ll be doing...

Ticket Management:

  • Ensure tickets and workload distribute properly across the team.
  • Ensure ticket management is followed by the shift.
  • Ensure assigned tickets are managed appropriately, not letting tickets clock unnecessarily.
  • Provide and ensure shift do timely and quality update customer base on 5W or ENOC W through the ticket and phone call.
  • Request and provide timely value based escalation.
  • Update and provide hourly or when new update is acquired a status comment in the ticket.
  • Review and analyses of historical data about UROS and RFR missed opportunities.

Incident Management:

  • Ensure due diligence in triaging incident are performed by the shift.
  • Accountable to drive UROS and RFR reduction.
  • Collaborate with peers to ensure proper turnover and sharing of knowledge about incident and best practices.
  • Accountable and urgent in resolving incident.
  • Reports root cause and RCA.

Responsibilities:

  • Comply and adapt with the tools used to support customer and the business.
  • As staff within the ENOC, comply with all the internal processes the LOB has in place.
  • Timely and appropriate responses to voice or email communications to all involved parties not limited to ENOC and internal Verizon only, but as well with customers and vendors.
  • Team player that shares and present ideas through brownbag sessions.
  • Develop team members.

What we’re looking for...

You’ll need to have:

  • Bachelor's degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Experience in Telco and IP Network including vendor equipment and application such as CISCO, JUNIPER, TELLABS, ARUBA, any Security device, Microsoft, Linux.

Even better if you have:

  • A degree.
  • Three or more years of solid experience in Telco and IP Network including vendor equipment and application such as CISCO, JUNIPER, TELLABS, ARUBA, any Security device, Microsoft, Linux.
  • A CCNA/CCNP certified
  • At least a certified ITIL Foundation.
  • Strong knowledge and experience in IP Networking and switching and routing troubleshooting.
  • Knowledge and experience in programming and database administration.
  • Demonstrated a solid networking project skills.
  • Demonstrated a solid circuit testing and troubleshooting skills.
  • Strategic thinking and analytic skills.
  • Very good presentation skills with ability to deliver report to bigger audience.
  • Willingness to work in a 24/7 dynamic work environment.
  • Willingness to work during weekends and holidays.
  • Proficiency in written and verbal English communication.
  • Ability to be highly motivated and oriented to deliver results.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.