Network Operations Center Analyst

Salary: $33.10 - $41.38 Hourly
Location : Superior, WI
Job Type: Full time
Job Number: 00309
Department: Information Technology
Opening Date: 10/02/2024
Closing Date: 10/21/2024 11:00 PM Central
Job Definition
EXCITING EMPLOYMENT OPPORTUNITY!
The City of Superior is seeking applications for a Network Operations Center Analyst for ConnectSuperior, the City's new broadband open-access network.
Work Location: Superior, WI 54880
Work Schedule: Monday - Friday 8:00 am - 4:30 pm.(40 hours per week/and additional hours as needed otherwise).
Starting Salary: The starting salary range is based on level of education & experience as it relates to the qualifications.
Benefits: Health/Dental Insurance, Health Savings Account, WI Retirement System ( WRS) (For 2024, employees will contribute 6.9% into WRS and the City will contribute 6.9% for a total of 13.8%), Life Insurance, Paid Leave, 11 Paid Holidays, Paid time off available on day 1! See BENEFITS tab for more information.
Other Benefit Options Include: Deferred Compensation-457 plan, Roth 457 plan, Roth IRA, Flexible Benefits, Short Term Disability, Critical Illness, Accident Plan, Hospital Plan, and Term Life (all 100% employee contributed); Employee Assistance Program, Superior Municipal Employees Credit Union Membership.
The City of Superior has a well-being committee in place to build a culture that supports all areas of well-being for employees. The City of Superior Wellness Committee is committed to connecting employees with resources for healthy living, including mental, physical, and emotional services.
Summary:
Purpose & Overview
Organize, monitor and supervise the short- and long-term operation of the Network Operations Center (NOC) for the City of Superior ConnectSuperior Broadband Utility to ensure successful operations of the NOC function. Monitor subscriber terminations and manage infrastructure events.
Position collaborates with Broadband Manager, members of Information Technology (IT) Department, other city departments, and contractor. Work is predominantly performed onsite, in the field as necessary, with limited opportunity for remote hours.
Employment Standards
General Responsibilities:
1. Manage all day-to-day internet services activities including internet asset registration, communication, and ongoing optimization.
2. Utilize a monitoring system to alert on key events.
3. Identify and troubleshoot issues and coordinate the support response with relevant stakeholders.
4. Coordinate vendors for setup and management of the NOC
5. Serve as the subject matter expert with external vendors and commercial members.
6. Develop analytical tools and strategies to support the operational needs of internet services activities.
7. Provide technical guidance and feedback to other ConnectSuperior stakeholders.
8. Ensure contractual service level agreement targets are met and confirm vendor compliance.
9. Maintain fiver management services mapping.
10. Perform other related duties as required.
Qualifications
Education & Experience Requirements
A four-year degree in a technical field such as IT technologies, computer science, information technician, or a two-year degree with three years experience in a similar role, or 10 years of experience in a similar role like managing a multi-layer network of ISP network.
Knowledge
1. Thorough knowledge of subscriber termination, fiber to the premise transport, and headend to internet edge to allow efficient management of subscribers.
2. Thorough knowledge of applicable network operations protocols and best practices to ensure quality connections for end users.
3. General knowledge of pre-deployment internal and external vendor network lab testing to allow for new configurations while not disturbing service.
Skills
1. Explain technical information clearly and courteously to staff, contractors, and the public to maintain continuity for all parties involved.
2. Develop operational metrics in order to track and measure data in order to create and measure operational goals.
3. Understand the role of demand response and other distributed internet resources for the purpose of efficiencies in services delivery.
Ability
1. Communicate clearly and concisely, both verbally and in writing to ensure professional connection and documentation.
2. Identify and present root-cause analysis and error correction from operational events to vendors and management in order to efficiently correct any suboptimal service.
3. Monitor network performance (transmission control protocol/internet protocol settings, routing/switching, and troubleshooting) for optimization of network.
4. Contribute to the definition and implementation of automation opportunities within a deployment and operations environment to increase efficiency of systems.
5. Coordinate short-term projects with multiple vendors and stakeholders to modify systems efficiently and professionally as directed,
6. Develop business partner support automation and workflows for optimization of the network.
7. Keep organized, accurate, and legible records for consistency and analytical purposes.
Position Characteristics
Reporting Lines Reports to Broadband Manager, expect to collaborate with IT Department, City Departments, and current and future vendors and contractors.
No Direct Reports
Position Conditions Indoor, office, data room environment, and in the field as necessary.
Funding Source ConnectSuperior Utility Fees
The City of Superior
Offers
Full-Time employees are eligible for Wisconsin Retirement System, Health/Dental/Life Insurance, and Paid Time Off
Non-Exempt/eligible for comp time and overtime.
Requirements/Special Requirements
Requires
Driver License Requirement: Must possess valid driver's license or be able to provide a suitable form of transportation as approved by the supervisor.
Post Job Offer Medical Examination Requirement: Must pass the medical examination requirements established for the specified occupational grouping, and drug screen prior to hire.
Residency Requirement: None.
Bargaining Unit: Non-Union
EEOC Job Category: 03 - Technicians
EEOC Function Code: 01 - Financial/Administration
Worker's Compensation Class Code: 8810 - Office
Benefits included with this position:
1) Health/Dental Insurance: Will be effective the first of the month following 30 days of employment. The 2024 monthly health/dental insurance premiums (employee portion is 12.6%) to be deducted from the first 2 paychecks each month:
Single: $142.66 (2 deductions of $71.33)
Employee + 1: $298.14 (2 deductions of $149.07)
Family: $456.44 (2 deductions of $228.22)
The City has a High Deductible Health Plan (HDHP) with a Health Savings Account (HSA). The 2024 annual deductibles are: $3,200 for Single coverage & $6,400 for Employee+1 or Family coverage. The City will contribute $1,600/$3,200 of that annual deductible into your Health Savings Account (HSA) for 2024, which will carry over if not used and is always yours to use until spent. There is no proration on the deductible or the City's contribution.
2) WI Retirement System (WRS) The WRS is among the best funded and best managed public pension systems in the country!: You will be required to make contributions to your WRS benefit at 6.9% (in 2024) of your gross wages. The City will contribute the balance of this benefit, 6.9% in 2024 (13.8% going into your retirement!). Wisconsin statutes prohibit opting out of the WRS benefit.
3) Life Insurance: To be effective the first of the month following 30 days from the date of hire. Basic coverage (= 1 x annual salary) paid by City (must enroll to receive), ability to purchase four additional units of coverage (= 4 x annual salary) plus spouse/dependent coverage.
4) Paid Time Off:
Sick Leave: For newly hired employees, will accumulate one sick leave day/month and is available immediately as accrued.
5) Vacation: For newly hired employees, seven days of vacation will be prorated from date of hire for use immediately.
6) Paid Parental Leave: Up to six weeks of paid parental leave is available to employees to use following the birth or adoption of an employee's child, or placement of a foster child.
7) Holidays: Eleven holidays off with pay each calendar year plus three floating holidays.
8) Longevity pay when eligible as follows:
After five (5) years of service, employees will receive $.20 per hour in addition to their base salary;
After ten (10) years of service, employees will receive $.30 per hour in addition to their base salary;
After fifteen (15) years of service, employees will receive $.45 per hour in addition to their base salary;
After twenty (20) years of service, employees will receive $.65 per hour in addition to their base salary;
After twenty five (25) years of service, employees will receive $.90 per hour in addition to their base salary.
Other benefit options include Deferred Compensation-457 plan, Roth 457 plan, Roth IRA, Flexible Benefits, Short Term Disability, Critical Illness, Accident Plan, Hospital Plan, and Term Life (all 100% employee contributed); Employee Assistance Program; Superior Municipal Employees Credit Union Membership.