GCI's NOC Services Monitoring & Automation Engineer will leads the improvement in monitoring and automation for BTS, NOC & TAC by leveraging Assure1 functionality and creating the business requirements for vendors, engineering and Application Technology driving reductions in Mean Time to Detect (MTTD) and Mean Time to Repair (MTTR) by improved automation. Key driver for shift from reactive to proactive. ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

Lead Improvement Initiatives

Assessment of Current Processes: Conduct thorough evaluations of existing monitoring and automation processes to identify inefficiencies, gaps, and areas for enhancement. Implementation of Best Practices: Research and integrate industry best practices in monitoring and automation. Stay updated on trends and advancements in the field to ensure the NOC remains competitive and effective. Change Management: Develop and manage change management processes to smoothly implement new initiatives, ensuring minimal disruption to operations.

Business Requirements Development

Cross-Functional Collaboration: Engage with stakeholders from various departments, including engineering, operations, and application technology, to gather insights and understand operational challenges. Documentation: Create clear, detailed business requirements documentation that outlines functional and non-functional requirements for automation tools and processes. Vendor Liaison: Work closely with vendors to communicate requirements and ensure their solutions align with the operational goals of the NOC.

MTTD & MTTR Reduction

Root Cause Analysis: Analyze historical incident data to identify patterns and root causes of outages or delays in service recovery. Strategic Initiatives: Develop targeted initiatives focused on improving detection capabilities (reducing MTTD) and streamlining response processes (reducing MTTR), such as implementing advanced alerting systems and automated remediation actions. Continuous Improvement: Foster a culture of continuous improvement by regularly reviewing MTTD and MTTR metrics and adjusting strategies based on performance outcomes.

Leverage Assure1 Functionality

Tool Utilization: Deeply understand and utilize the full capabilities of Assure1, including its reporting, alerting, and data analysis features, to improve operational visibility. Customization and Configuration: Customize Assure1 settings and configurations to meet specific NOC requirements, focusing on optimizing data collection and reporting functionalities. Automation Opportunities: Identify repetitive tasks and processes that can be automated using Assure1 to streamline workflows and reduce manual intervention.

Collaboration & Communication

Integration Coordination: Facilitate collaboration between NOC, engineering, and application technology teams to ensure seamless integration of monitoring tools and processes. Stakeholder Updates: Regularly communicate updates on monitoring and automation initiatives to stakeholders, ensuring alignment and addressing any concerns or feedback. Cross-Functional Meetings: Organize and lead cross-functional meetings to discuss project statuses, challenges, and opportunities for improvement.

Proactive Monitoring Solutions

Risk Assessment: Conduct risk assessments to identify critical systems and services that require proactive monitoring solutions to preemptively address potential issues. Monitoring Design: Design and implement comprehensive monitoring solutions that provide real-time visibility into system performance, including thresholds and alerts for early issue detection. Feedback Loop: Establish a feedback loop with NOC and TAC teams to continuously refine and improve monitoring strategies based on operational insights and evolving needs.

Training & Knowledge Sharing

Training Programs: Develop and implement training programs for NOC staff on new tools and automation processes, ensuring they are equipped to leverage these solutions effectively. Documentation and Resources: Create comprehensive documentation, guides, and resources to support ongoing learning and reference for the NOC team. Mentorship: Provide mentorship to junior staff, promoting knowledge transfer and fostering a culture of growth and development within the team.

Performance Metrics & Reporting

KPI Development: Establish relevant KPIs for monitoring and automation efforts, focusing on metrics that accurately reflect performance improvements, such as incident response times and automation success rates. Regular Reporting: Generate and present regular reports to leadership, highlighting key performance metrics, insights from monitoring activities, and the impact of implemented solutions. Data-Driven Decision Making: Use data gathered from monitoring tools to drive informed decision-making and strategic planning for ongoing improvements in NOC operations. This detailed outline should provide a comprehensive view of the expectations and responsibilities associated with the Senior NOC Services Monitoring & Automation Engineer role, emphasizing the importance of leadership, collaboration, and continuous improvement. COMPETENCIES: ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. Owns and manages priorities and individual tasks without direct supervision.  Take the initiative and seek out opportunities. BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles. COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances. COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. Excellent communication, presentation, and interpersonal skills. Excellent communication and collaboration abilities, capable of working with diverse teams and stakeholders. COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics. CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction. RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations. Experience leading projects and initiatives, with a demonstrated ability to manage timelines, resources, and stakeholder communications. RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving. Proven ability to manage complex projects and strategic initiatives. Strong analytical and problem-solving skills, with a focus on operational efficiency. Ability to diagnose issues quickly and develop effective solutions. Experience in analyzing performance metrics and operational data to identify trends and areas for improvement. SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures. CHANGE MANAGEMENT: champions and supports department and company change. Ability to manage change effectively, ensuring smooth transitions for new processes or tools. DECISION MAKING: uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action.

Technical Competencies:

Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent. Monitoring Tools: Proficiency with Assure1 and other monitoring and automation tools (e.g., Nagios, Splunk, SolarWinds, or equivalent). Scripting and Automation: Strong scripting skills in languages such as Python, Bash, PowerShell, or like automate tasks and processes. Networking Knowledge: Solid understanding of networking concepts, protocols (TCP/IP, SNMP, etc.), and network management practices. Incident Management: Familiarity with incident management processes and frameworks (e.g., ITIL) for efficient service recovery.

Minimum Qualifications: 

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

High School diploma or equivalent. A minimum of ten (10) years of experience in Network Operations Center (NOC) or similar roles focused on monitoring and automation. * Bachelor’s degree in Computer Science, Information Technology, Network Engineering, or related field. *

Preferred: 

Master’s degree or PhD in Engineering. Telecommunications experience.  Relevant telecom industry or job specific certifications. ITIL, CCNA, CCNP PE

DRIVING REQUIREMENTS: 

This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:   Work performed at office, remote office, and client sites. Interaction with upset customers, vendors, or employees may occur.  Position requires regular travel for business and training purposes, including travel during scoping, requirements, development, testing, or business development activities. Work is primarily sedentary, requiring daily routine computer usage. Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment. Ability to accurately communicate information and ideas to others effectively. Physical agility and effort sufficient to perform job duties safely and effectively. Ability to make valid judgments and decisions.    Available to work additional time on weekends, holidays, before or after normal work hours when necessary.  Must work well in a team environment and be able to work with a diverse group of people and customers. Virtual workers must comply with remote work policies and agreements. The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to an immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Diversity, Equity, and Inclusion: At GCI, we foster a culture of inclusivity by nurturing an environment where the varied perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community as we grow and empower a diverse workforce that provides equitable opportunity for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.  DISCLAIMER:  The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.