The Vyve Network Operations Center (NOC) is a centralized communication hub and customer advocacy team. Our role is to manage communication between all Vyve teams to ensure coordinated repairs and network changes occur as one unit with minimal customer impact while ensuring stakeholders and clients stay informed of progress and have accurate expectations. As a Vyve NOC Engineer, you will support change management processes, monitor and drive network repairs, and work with customer support, technicians, and customers directly to solve complex network problems.

Responsibilities

• Identify and address network alarms in accordance with company guidelines, policies, and procedures.
• Obtain and post regular updates to active incident tickets to keep a concise and accurate record of events through the incident lifecycle.
• Draft and manage professional communications regarding repair efforts, throughout the duration of network events, to customers and internal stakeholders.
• Manage and update change management tickets in accordance with the company guidelines, policies, and procedures.
• Monitor the Network Operations Center email inbox, take appropriate action, and respond to emails from both internal and external partners.
• Ensure accuracy of master service agreements (MSAs) and service level agreements (SLAs) through service monitoring, assurance and reliability for carrier and commercial clients.
• Collect data and compile reports for analysis.
• Act as a knowledge resource to customer support and other departments.
• Encourage company-wide excellence and growth by actively and consistently supporting all technical efforts to enhance and simplify the client experience.
• Maximize project productivity through collaboration with other groups while communicating issues and project status.

Requirements

• Basic understanding of network fundamentals.
• Basic understanding of the difference between TCP and UDP network protocols.
• Basic understanding of network services including DHCP, DNS and NTP.
• Basic understanding of the Open System Interconnect (OSI) model.
• Ability to communicate clearly and professionally, both written and verbally.
• Ability to work at a computer, in the office, wearing a headset for extended periods of time.
• Ability to manage multiple processes simultaneously in a high-pressure environment.

Preferred

• 2 years of telecommunications experience or computer science education.
• Experience troubleshooting and configuring enterprise-grade network equipment (Juniper/Cisco/Cyan/Ciena).
• Working knowledge of dynamic routing protocols including IS-IS, OSPF, and BGP.
• Working knowledge of link layer protocols including LLDP.
• Experience with Python, Perl, PHP and/or other programming languages.
• Experience with Linux CLI.
• Experience with SNMP, NMS, and incident management.
• Experience with SQL.