MAV Cable Box Trial Analyst

Profile

BS degree in Electrical Engineering
75% Travel required to West Coast locations
Digital Cabel Television Experience Tru2way, DOCSIS, Cablecard (conditional access)
Tehnical components of HFC networks (home to headend)
Installation and maintenance of CPE – Cisco/Moto STB’s, cable modems, routers
Working knowledge of operating systems – billing
Excellent communication skills - This position involves heavy interaction with key executives
Expected responsibilities:
1. In-Market Trial Support (High-Level)
a. Warehouse Staging – Provide assistance to local Warehouse staff on how to stage X1 set top boxes
b. Field Tech Education – Provide support in educating local Field Techs on X1 platform set top boxes
c. Installation Feedback – Go on Truck Rolls and gather feedback on performance of X1 set top boxes in the field
2. Trial and Product Launch Management Support:
a. Provide assistance to the Trial team in developing the plan to support the various Technical, Friends & Family, Market Trials that are planned for 2012
b. Assist the Trial team in actively managing one or more the trials and market launches
c. Assist in the developing the Trial Readiness and Market Readiness checklist
d. Track the activities in the Checklist on a weekly basis and report the status to CCP management
e. Identify opportunities for tools to improve the management of trials, define the requirements and works with development team/s within CCP to get them implemented.
3. Tier 2 Support for Trials:
a. Work with stakeholders and Subject Matter Experts (SMEs) in CCP and the appropriate regional and divisional organizations to develop and maintain the following:
i. Continue to update and publish the Troubleshooting Guide, escalation processes and M&Ps as the product evolves
ii. Continue to update and publish FAQs and keep it current as the product evolves
iii. Continue to maintain a list of issues/bugs that impact the customer to define workarounds and work with NCO to gets them implemented
4. Field Operations for Trials:
a. Ensure that the provisioning and activation processes and M&Ps are updated and published to the C and the market Field Operations teams
b. Ensure the training materials are compiled and the training is delivered to the FTs in a timely manner
c. Ensure that appropriate metrics, SLAs and reports are in place to ensure that there is visibility to business operations
5. STB Supply Chain/Warehousing and STB Staging for Trials:
a. Work with SMEs in CCP and Comcast Supply Chain and Warehousing organization to define/develop the process for Staging STB before they are available for installation
b. Engage with efforts already under way to roll out the Hub and Spoke method for STB inventory and determine timelines and impacts to Operationalize the hub and spoke model for Parker STB staging
c. Assist in the selection of the warehouse for the trial and launch markets and ensure that the infrastructure, processes and people are ready to stage the Parker STBs
d. Ensure that a process is defined for retrieval of the STBs from the field and the STBs are cleaned and screened before they get re-deployed in the field
e. Ensure that there is a warranty/Out of Box failure process to return STBs to the manufacturer
f. STB Supply Chain, Warehousing, Staging, Distribution, Retrieval, Clean and Screen and Tracking of the STB lifecycle
6. Other
a. Liaison / work with development, QA and Ops teams to ensure field readiness in advance of deployment efforts
b. Ensure that the STB staging, provisioning and operational environments accurately match CCP needs
c. Work closely with any manual activation / provisioning components of the STB Team to validate applications, identify issues and communicate results to the appropriate stakeholders in the appropriate formats
d. Key member of the Trial team responsible for facilitating and collecting customer feedback
e. Liaison with the local market sales teams, CCP Product Development, CCP Production Support, NCO, and the VBN team to ensure alignment on trial and communications strategy
f. Identify opportunities to improve or streamline operating processes
Experience/Skills:
Required:
1. 4-7 years of experience in the cable industry field, or in another technical field
2. MSO/Telco operational process knowledge (i.e. field operations, supply chain, support, sales, etc.)
3. Tru2Way STB / DSG/ Docsis expertise /troubleshooting / operational excellence especially on the device side
4. DNS / DHCP / TFTP platforms and technology
5. Working knowledge of Unix/Linux
6. Highly effective verbal and written communications skills
7. Working knowledge of computer operating systems and basic networking
8. Ability to work independently and with minimal supervision
Preferred:
1. Digital Conditional Access (DAC / DNCS) knowledge
2. QAM & VOD Experience – SeaChange features
3. Cable Labs spec, DOCSIS, VOD, and OpenCable Standards (OCAP) proficient
4. Legacy Set-top Boxes – Motorola, SA, Pace, Panasonic, etc
5. IP Set-top box technologies, STB applications and roadmaps
6. IP Video Transport familiarity
7. Video Encoding and Streaming MPEG 2 & 4 Technology expertise
Up to 75% potential travel; carry cell phone 24x7.
Jon Janco
A2C Consulting
****
Alt. ****
E-mail: ****
Web: ****

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