Manager - Root Cause Analysis

This position is eligible to work in a hybrid work model (combination of in-office and remote days).

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Provides direction to RCA team including assignment of individual responsibilities, tasks and technical functions, evaluates and mentors staff.
• Possesses a broad knowledge of technical and business resources and uses them to effectively evaluate customer impacting outages and impairments.
• Provides decision support for Root Cause Analysis. Outlines options while executing priorities and business related decisions to achieve goals and drive results.
• Participates in department and interdepartmental planning teams and works cross-functionally to improve processes within the organization.
• Responds effectively to requests for ad-hoc analyses. Translates business inquiries into actionable reports, while highlighting areas of concern and/or opportunity.
• Develops a more optimal reporting environment so standard recurring tasks can be done more quickly and efficiently and key users can more readily access key findings.
• Develops the team capabilities in root cause analysis and reporting. Develop creative and innovative analytical solutions for problem solving that foster a culture of partnership with NOC and Engineering teams.

• Bachelor's Degree in Computer Science, Business Administration, and related field or equivalent work experience
• Minimum seven (7) years of Technical or business work, project management experience

• Ability to present complex information in an understandable and compelling manner
• Demonstrated organization and communication skills
• Ability to both drive change, while collaborating with a variety of individuals and organizations
• Demonstrated ability to lead in a team oriented environment
• Demonstrated problem solving, strong business skills
• Demonstrated communication skills, both written and oral
• Substantial knowledge of network operations and Charter customer facing services including video, HSI, telephony and app services
• Ability to independently initiate and drive projects toward completion
• Experience hosting and managing conference calls with senior leadership teams

• Knowledge of Charter NOC toolset
• Knowledge of hardware, network operating systems and troubleshooting skills
• Ability to aid in analysis of and documentation of root-cause analysis
• Ability to make decisions and solve problems while working under pressure
• Ability to work with others to resolve problems, handle requests or situations
• Cable Industry certifications
• Experience with Network Operations, Helpdesk, Engineering environments
• Experience using standard data analytical and reporting tools
• Management or leadership experience