CO Salary Range: USD 88,200.00 - 156,600.00 per year
"This position is eligible for our Hybrid Work Policy. Eligible employees can work from home up to one day each week."
JOB SCOPE
The APO DID Device Operations team is responsible for managing non-video Customer Premise Equipment (CPE) in the Charter production network, including, but not limited to, all cable modems, Voice MTAs, fiber to the home CPE, and MDU-based CPE. Core tasks include managing device firmware, troubleshooting issues impacting CPE, validating device behavior and related defects, and working with vendors and internal partners to resolve any issue that arises on CPE devices and their supporting platforms. Engineers will also participate in the full life-cycle of CPE development and deployment.
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DUTIES AND RESPONSIBILITIES
- Coordinate the full firmware management lifecycle, including handoff, validation, and deployment of new firmware or devices to the Charter production network
- Responsible for validating new CPE device functionality and performance prior to customer launch
- Utilizes and maintains CPE activation, provisioning, and operations applications for the purpose of managing CPE devices
- Leverage Database platforms such as SQL, MySQL, or MariaDB to gather, review, and leverage data to complete tasks and troubleshoot customer issues
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Troubleshoot and root cause defects found in CPE Firmware that may be impacting customers
- Maintain, support, and troubleshoot Linux based devices and platforms
- Lead troubleshooting efforts to restore functionality in the event of an outage
- Provide 'on call' support to resolve Device Operations issues during and after normal business hours
- Review new development tools, application frameworks and validation platforms for functionality and effectiveness
- Collaborate with internal partners to review existing integration capabilities, data sources, and proposed solution designs for feasibility, cost and functionality
- Create level of effort estimates for new feature testing and bug fixes for use in prioritization and release management
- Use established change management processes that require operational procedures be performed with minimal customer impact to complete scheduled tasks (i.e. during established maintenance window)
- Perform other duties as requested by leadership
BASIC / MINIMUM QUALIFICATIONS
- Bachelor's Degree in Information Security or related field and/or equivalent work experience
- Minimum of four (6) years CPE, DOCSIS, Wireless, or Network Engineering experience
- Minimum of three (3) years Linux experience
- Minimum of two (2) years automation experience (Python, Bash, Perl, etc.)
ADDITIONAL JOB REQUIREMENTS
- Expert understanding of the DOCSIS specification, as well as an End to end understanding of the modem registration process
- Working knowledge of UNIX and Linux based platforms
- Expert comprehension of common network protocols such as DHCP, DNS, SNMP, and TFTP
- Expert knowledge of troubleshooting tools (i.e tcpdump, netstat, iostat, traceroute, snoop)
- Advanced understanding of LAN vs WAN topology
- Experience with IPv6 and related protocols such as MAPT, NDP, DHCPv6, ICMPv6, and SLAAC
- Advanced experience with management and configuration of CPE devices using CPE Wan Management Protocol (CWMP) (TR-069, TR-104, TR-181)
- Expert ability to troubleshoot CPE and related network problems
- Working knowledge of the Splunk Data Platform and the ability to create queries to gather and leverage relevant data to troubleshoot customer issues
- Experience with relational database management systems such as SQL, MySQL, or MariaDB
- Expert ability to create and update documentation for team processes and technical tasks as needed, as well as create technical diagrams outlining product specifications or related network architecture
- Familiarity with ticketing platforms such as JIRA and Remedy
- Ability to read, write and speak the English language to communicate with employees, customers, and suppliers in a clear, straight-forward, and professional manner
PREFERRED QUALIFICATIONS
- Minimum of four (4) years' experience with network, application, or device troubleshooting
- Minimum of four (4) years' experience with application support
- Minimum of four (4) years' experience in systems administration
- Experience working in any role or level in an Internet Service Provider (ISP) network
- CCNA or equivalent experience
ISY308-APO 2024-41126 2024
Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
This job posting will remain open until 2024-10-28 08:31 PM (UTC) and will be extended if necessary.
The base pay for this position generally is between $88,200.00 and $156,600.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
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