Audit prior-week trouble and work cases, correcting coding as needed to ensure complete and accurate reporting
Analyze audited case data to produce executive-level KPI summaries, slides, and presentations monthly, quarterly, and on demand
Manage and maintain the master list of FOPS and Network Region definitions, updating at least monthly
Investigate and report on the most significant service-impacting events each month
Manage the NOC SharePoint site, including functionality updates and maintenance of departmental documents, reports, and reference materials
Maintain accurate administrative records, historical KPI data, and documentation to support long-term data analysis
Review, analyze, and update NOC policies, procedures, and job aids in collaboration with Subject Matter Experts
Develop and support training programs by creating instructional materials and coordinating the scheduling, tracking, and documentation of training activities
Support departmental and company goals and initiatives
Perform other duties as assigned
Provide after-hours or on-call support as required
Requirements
Bachelor’s degree in a relevant field is preferred
1-3 years working in the telecommunications industry is preferred
Working knowledge in MS Office (especially Word, Excel, & PowerPoint)
Experience with pivot tables and MS SharePoint a plus