Company Cox Communications, Inc. Job Family Group Information Technology Job Profile Network Operations / Service Assurance Support II Management Level Individual Contributor Flexible Work Option No remote option; must work at a specified Cox location Travel % No Work Shift Night Compensation Hourly base pay rate is $28.65 - $42.98/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. Job Description Service Assurance Support II Role Summary The primary responsibility of the Service Assurance Support II is to provide advanced technical support by functioning as a part of a 24x7x365 operations environment. This is a highly specialized support organization responsible for the daily operations of a Service Provider. This role requires the use of applied technical knowledge and practical experience to resolve complex issues. This role will be responsible for correlating incoming tickets, proactively discovering trends or issues impacting a greater customer segment and then extrapolating that data to determine if these events are tied to a larger incident. This role requires a high degree of proficiency with the incident management process as they will be expected to manage fix agents, boundary partners and leadership communications during an extended event. This role will also require familiarity with incident management, change management, problem management, and other ITIL processes. This role assists with change conflict mitigation, knowledge management and other ITIL process and documentation needs. The Service Assurance Support II must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties. Excellent communication skills are expected as the role will require translating technical issues for technical and non-technical audiences. Primary Responsibilities and Accountabilities This role is an

OVERNIGHT

shift. Working Wed - Sat 8pm - 6am Must be able to work shifts as assigned in the 24/7 operations. Functions on a 24-hour call-in basis in the event of serious incidents, as required. Provides advanced technical support, customer and product support and problem resolution for the Cox network encompassing residential, Cox Business and Enterprise platforms and services. Monitor network and other infrastructure traffic and performance while maintaining a high level of customer satisfaction by providing services fully compliant with the Service Level Agreements (SLA) and minimizing impact on customer service and driving restoration of these issues. Resolve incidents within defined time and escalate unresolved incidents to appropriate fix agents. Manages internal phone queues to assist with live troubleshooting in accordance with defined service level agreements. Track, re-direct and escalate the workflow of incidents to subsequent support levels as needed to restore/repair incidents. Validate operational success of deployments/maintenances. Comply with established Change Management and Incident Management processes. Performs as Incident Commander for outages as required, to ensure effective and timely communications and coordination of resources (e.g. Technical Support Office, partners, customer) and required notifications. Responsible for assisting with After Action Reviews post-service affecting (Critical, Major) or high visibility events. Validates network or other infrastructure redundancy through ongoing testing as necessary. Open cases with hardware vendors and Drive for solutions within required SLAs Applies advanced skills to resolve complex incidents independently. Adherence to applicable legal, regulatory and security policies

Minimum:

High School Diploma/GED and 3 years' experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline; or 5 years' experience in a related field Troubleshooting experience with telecommunications related technologies (e.g. HFC, video, voice, data, transport, IT and other related equipment) Advanced knowledge of relevant protocols (e.g.

SIP, MCGP/NCS, SS7, DHCP, IP

Networking, and Telephony Switching Platforms) Advanced knowledge of relevant tools/analyzer programs (e.g. Hammer XMS, Wireshark, etc.) Excellent analytical skills with attention to detail Preferred Familiarity with element management systems for data and transport equipment Familiarity with monitoring and ticketing systems Familiarity with Event/Incident/Problem/Change Management processes in MSO environment Bachelor's degree in technology field, electronics, or a minimum of two to four years of experience supporting high-availability services in an ISP, Enterprise, or MSO Network Operations environment. Two years of experience with Event/Incident/Problem/Change Management processes in MSO environment along with technology certifications Demonstrated peer leadership capabilities. Understanding of routing protocols (i.e.

BGP, EIGRP, OSPF, TCP/IP

) Cisco Certified Network Administrator (CCNA), Juniper Networks Certified Internet Associate (JNCIA) or Alcatel Lucent Technologies (ALU) certifications, Linux, SYS Admin Experience troubleshooting RF networks with a focus on tracking and resolving issues. Hands-on experience with Cisco, Juniper, Motorola data products and/or Alcatel-Lucent, Infinera, and Fujitsu transport products Hands on technical experience with PBX systems with working knowledge of terminology, and processes associated at a vendor level maintaining one of the above types of systems. Benefits Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. About Us Cox Communications is all about creating moments of real human connection; and for employees, that's true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we're creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. Cox brings together the world's greatest minds to help breathe life into new possibilities - and drive innovation for a better future. That's why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world's biggest challenges. Our people love technology - and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there's no challenge too great for our pioneers. And there's no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.