NOC Resource ‐ Job Descriptions
1.1 NOC Engineer
The primary function of this role, will be to support, maintain and operate and manage through
lifecycle practices network elements for multiple customer networks within the Google Access
portfolio.
Experience:
● Level 1: 0 to 2 years ( 11 positions)
● Level 2: 2 to 5 years ( 3 Positions)
Technical Requirements:
● Must have operated in a Network Engineering or Network Operational capacity
● Have specific industry related certifications or be working toward those
certification, e.g. CCNA, CCNP, JNCIA, etc.
● Strong discipline in WiFi, customer premise equipment (CPE), routing, switching,
or related networking technologies and products.
● Must have been working a technical escalation or support capacity around
network products, services or solutions.
● Must have a solid basic network knowledge or pass an exam around core
networking Technologies, e.g. Definitions of: IP Addressing, DNS, Routers, WiFi,
etc.
● Strong discipline in customer management, communication, and escalation
management.
● Writing skills must be commensurate to technical language required for a
Technical Operations role.
Core Requirements:
● Perform engineering and operational tasks through the use of standard network
element management systems and protocols (i.e. SNMP, Syslog, etc.) for various
vendors e.g. Alcatel Lucent,Nokia, Cisco, Ruckus, etc.
● Partner with internal teams to define and implement network changes that
support better performance and management of network elements or network
services.
● Work closely with Google teams or Google customers to support Fiber and WiFi
networks, 3G/4G/5G Small Cell solutions.
● Perform daily triage and escalation management that pertains to Google
customer or networks.
● Analyze network data to determine requirements for triage, performance
enhancements, and escalations.
● Follow internal processes and customer process for proper resolution of network
and service related events.
● Maintain highest levels of engineering practices including: technical
communication, process management, systems configurations, test
documentation/execution, issue identification and resolution.
● Perform daily ticket queue, data management and escalation management that
pertain to Google customer or networks.
● Follow internal processes and customer process for proper resolution of network
and service related events.
● Maintain highest levels of operational practices including: technical
communication, process management, issue identification and resolution.
1.2 NOC Lead
The NOC Lead, will be working within a Network Operations Team, and around related support
teams. The primary function of this role, will be to lead the daily priorities and tasks needed to
support, maintain and operate network data elements for multiple customer networks within the
Google Access portfolio.
Experience:
● Level 2: 2 to 5 years ( 1 position)
Technical Requirements:
● Must have been working a technical leadership role, escalation point, or support
lead capacity around network products, services or solutions.
● Must have a solid network knowledge around core networking technologies.
● Strong discipline in customer resolution management, communication, and
escalation management.
● Writing skills must be commensurate to technical language required for a
Technical Leader.
● Must demonstrate the ability to perform conflict resolution and identify gaps or
areas of weaknesses within teams, process, or tooling systems.
Core Requirements:
● Lead operational tasks through the use of standard network element
management systems, data dashboards, and protocols (i.e. SNMP, Syslog, etc.)
for various vendors e.g. Nokia, Cisco, Ruckus, etc.
● Lead the engagements with partner with internal teams to identify operational
changes that are needed support better performance and management of
network elements or network services.
● Maintain and lead relations with Google teams or Google customers to support
Google Access Networks, e.g. Fiber, WiFi networks, 3G/4G/5G Small Cell
solutions.
● Be responsible for performance metrics, daily ticket queue management, data
management and escalation management that pertains to Google customer or
networks.
● Lead, change, and improve internal processes and customer process for proper
resolution of network and service related events.
● Maintain highest levels of people management, task management, and
operational practices including: technical communication, process
management, issue identification and resolution.
1.3 Quality Analyst
The Quality Analyst, will be working within a Network Operations Team, and related support
teams. The primary function of this role is developing the knowledge and skills of the workforce
and reporting on all aspects of the operations. They ensure that the workforce can meet its
current and future business objectives, and deliver quality services that meet the customer's
needs.
Experience:
● Level 2: 2 to 5 years ( 1 Position)
Technical Requirements:
● Good oral and written communication skills, ability to articulate network issues.
● Strong LAN & WAN troubleshooting skills.
● Nokia & Cisco hardware experience (optional)
● Knowledge of TCP/IP fundamentals and commonly used network protocols
(MPLS, IPv6, OSPF, BGP).
● IPSec VPN & GRE tunneling.
● Knowledge of network standards and practices.
● Experience in dealing with users.
● Strong knowledge of network troubleshooting tools, and monitoring platforms.
● Maintain a high sense of urgency while staying cool under pressure.
● Team-oriented, quick learner and adapt to changes.
Core Requirements:
● Regular review of NOC engineer’s ticket handling quality.
●
Generate weekly/monthly quality report and analysis to Google management.
●
QA audits calibration with Google management, supervisors and trainer.
●
Creating program to improve the NOC ticket handling quality.
●
Identify and report broken process or outdated document.
●
Conduct regular QA refresher and calibration with NOC Engineers.
●
Conduct in depth metrics analysis and prepare reports of the same for Google
management