Infosys is seeking a Regional Operation Center (ROC) Engineer who is responsible for investigating and identifying the root causes of service issues due to plant impairments, system outages, and customer escalations. Ensures effective communication for service recovery and customer satisfaction across all operational regions. Operates with minimal supervision, exercising independent judgment and analyzing data from various sources to facilitate resolution, covering all infrastructure from the headend to Customer Premise Equipment (CPE).
The position requires OSP, ISP, Fiber, Construction, and overall NOC operations, delivering real-time technical and backend support to field teams. Each interaction at the ROC can influence and enhance the service quality for 1 to 20,000 customers.
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Required Qualification:
- Candidate must be located within commuting distance of Bethpage, NY or be willing to relocate to the area. This position may require travel within the US.
- Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
- At least 4 years of experience in Information Technology.
- A minimum of two years field department, or equivalent work experience.
- Must possess outstanding customer service skills and the ability to engage effectively with individuals at all levels of the organization.
- Must possess proven knowledge in troubleshooting RF networks, including signal loss calculations and BER/MER measurements. This includes the ability to interpret signal-to-noise ratios and graphical representations of signal transmission to and from the Headend, as well as a basic understanding of HFC/FTTH networks, including component identification and their functions.
- Must have a general understanding of office software and the ability to create moderately complex spreadsheets and documents
- Basic knowledge of Serve-Assure, Remedy, My World/Ubisence, Veex, PSMON, NOCBI, Cabledata, Tec-Trac, SevOne, Agora, Netwins & NetQ.
- Ensure quality control and provide support for both Outside Plant (OSP) and Inside Plant (ISP).
- Conduct timely monitoring, dispatch, updates, and resolution of all field-related impairments and outages.
- Promote the reduction of overall outage resolution times.
- (Mean Time to Detect - MTTD, Mean Time to Repair - MTTR)
- Must be able to routinely investigate plant impairments and demonstrate proficiency in utilizing our system software tools. (listed below)
- Manage monitoring and escalation for critical customers and VIP accounts.
- Oversee the monitoring of essential infrastructure, including headend.
- Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time.
- Ability to interact with senior staff and with technical/engineering personnel.
- Ability to work an extended and flexible work schedule is required.
- Planning and Co-ordination skills
- Aptitude to multi-task in dynamic environment.
- Basic knowledge in Docker and Kubernetes is of advantage
- Good Communication and Analytical skills
Along with competitive pay as a full-time Infosys employee you
are also eligible for the following benefits:
- Medical/Dental/Vision/Life Insurance
- Long-term/Short-term Disability
- Health and Dependent Care Reimbursement Accounts
- Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)
- 401(k) plan and contributions dependent on salary level
- Paid holidays plus Paid Time Off.