Performance Management Engineer III

GCI's Performance Management Engineer III will work proactive performance manage and fault detection of all active network systems, business services, and service assurance elements for compliance with KPIs and SLAs. Proactively deliver end-to-end performance monitoring and provide optimal performance that meets user expectations. Ensure seamless collaboration between teams, tools, stakeholders, and processes through continuous feedback loops with engineers, product owners, and business analysts to monitor systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

Proactive Performance Management:

- Focus on service level agreements associated with proactive network monitoring, service level compliance, detecting problems and identifying trends.

- Gather and analyze performance metrics over time, forecast near term demands, identify over/underutilized resources and potential irregularities that may lead to failure or disruptions before service impact occurs.

- Identify trends in performance that may lead to failures to meet KPIs and/or SLAs, minimize future impacts, and identify internal service/systems/business owners responsible for problem resolution – escalating identified issues/potential issues as appropriate.

- Identify areas in the network that require Proactive Capacity management, develop solutions, and implement network improvements to those areas.

- Develop capacity forecasting skills and make recommendations on whether to proceed with carrier additions or utilize cell splitting to address capacity requirements.

Use appropriate technology to improve processes and accuracy.

Capacity Management:

- Ensure all systems remain within performance compliance and identify over/under utilized resources.

- Proactively identify service quality degradations or disruptions before customer impact.

- Collect, trend, and map capacity and performance issues in network.

Perform network capacity analysis, research, and resolution.

Service Acceptance:

- Early in the phase, determine which performance tool related activities are required.

- Use technology to improve ticketing systems to support internal metrics, compliance with regulations, license, and ensuring accurate reporting.

- Use multiple data collection tools, devices, and techniques to gather network performance data then post processes and analyze the data.

- Strong verbal and written communication skills; able to accurately communicate technical information to non-technical audiences.

- Understanding of standard engineering concepts, design principles, and math calculations.

- Demonstrated and practical experience in design, drawings to include create and editing.

- Practical experience with configuration, performance testing tools, and a high degree of expertise in scripting, designing, running, and analyzing test results within a Telecommunications Network environment.

- Strong analytic, strategic, interpersonal, critical and creative thinking, problem-solving, and troubleshooting skills.

- Strong time management and ability to lean to plan and manage multiple phased complex projects on time and within scope.

- Knowledge of transport networks to include long-haul DWDM, submarine, terrestrial microwave, satellite, metro fiber, passive optical networks (PON), and packet networks.

- Experience using tools to analyze network traffic and assess network performance.

- Experience configuring and using packet capture technologies, including Wireshark and TCPDump.

- Knowledge of networks and fundamental layer 1, 2, 3 and 4 protocols, including IP, TCP, UDP, BCP, or MPLS.

- Preferred experience with NetScout, including nGeniusOne, InfiniStream, or Pulse, Gigamon or Riverbed, AppResponse or NetProfiler.

- Preferred experience with quantifying and analyzing network performance by facilitating the collection of large sets of network data, including telemetry, status, or flow.

- Preferred knowledge of voice and video protocols, including VoIP, RTP, SIP, SRTP, IP multicast, or RTMP.

- Excellent capability in using Microsoft Office tools: Excel, Word, Outlook, Visio, Teams, etc.

COMPETENCIES:

- ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.

- BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.

- COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.

- COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.

o Strong verbal and written communication skills; able to accurately communicate technical information to non-technical audiences.

- COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.

- CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.

- RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.

- RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.

o Understanding of standard engineering concepts, design principles, and math calculations.

o Demonstrated and practical experience in design, drawings to include create and editing.

o Practical experience with configuration, performance testing tools, and a high degree of expertise in scripting, designing, running, and analyzing test results within a Telecommunications Network environment.

o Strong analytic, strategic, interpersonal, critical and creative thinking, problem-solving, and troubleshooting skills.

o Strong time management and ability to lean to plan and manage multiple phased complex projects on time and within scope.

o Knowledge of transport networks to include long-haul DWDM, submarine, terrestrial microwave, satellite, metro fiber, passive optical networks (PON), and packet networks.

o Experience using tools to analyze network traffic and assess network performance.

o Experience configuring and using packet capture technologies, including Wireshark and TCPDump.

o Knowledge of networks and fundamental layer 1, 2, 3 and 4 protocols, including IP, TCP, UDP, BCP, or MPLS.

o Preferred experience with NetScout, including nGeniusOne, InfiniStream, or Pulse, Gigamon or Riverbed, AppResponse or NetProfiler.

o Preferred experience with quantifying and analyzing network performance by facilitating the collection of large sets of network data, including telemetry, status, or flow.

o Preferred knowledge of voice and video protocols, including VoIP, RTP, SIP, SRTP, IP multicast, or RTMP.

- SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

- Proficient computer skills to complete job duties effectively.

o Excellent capability in using Microsoft Office tools: Excel, Word, Outlook, Visio, Teams, etc.

Additional Job Requirements:

This is an advanced level engineer position within the Performance Management discipline. Expected to perform highly complex and diverse design, plans, analysis, and implementation under deadlines and operating constraints. Receives clear direction on assignment objectives, complex features, and possible solutions. Must be able to make independent decisions and provide technical direction and resolution. Supervisory assistance is provided for unusual problems. Reviews and captures final engineering design specifications and service requirements so monitoring tools and alarms can be adjusted for newly delivered networks. Coordinates, directs, assists, provides technical direction, and mentors junior engineers and supporting technicians.

Additional Competencies:

- High-level working knowledge of engineering concepts, design principles, and math calculations.

- Optimization & Performance Engineer experience in RAN and Core technologies.

- Knowledge of Telecommunications KPIs, parameter audits and changes, and feature audits using a detailed understanding of RAN air interfaces for UMTS, CDMA, LTE, VoLTE, and 5G.

- RF engineering or RF performance experience and a proven work history indicating a strong technical aptitude.

Minimum Qualifications:

Required: A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis*

- High School diploma or equivalent. - Bachelor’s degree in Computer Science, Information Technology, or related field. * - Minimum of six (6) years of relevant experience in wireless telecommunications or related background. *

Preferred:

- Experience within an operational engineering role in the telecommunications industry.

- CCT; CCNA; CC Specialist; CCNP; CISSP; CSEP; CQE, JNCIA or JNCP certification or equivalent.

- Telecommunications experience.

Other relevant telecom industry or job specific certifications.

DRIVING REQUIREMENTS :

- This position requires driving a company-owned vehicle, company provided vehicle, or a personal vehicle on behalf of the company. Must possess and maintain a valid driver’s license, proof of insurance, a satisfactory driving record, and successfully complete Defensive Driving course.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

- This position may require extended hours and/or weekend schedules and travel throughout the state.

- Work is primarily sedentary, requiring daily routine computer usage.

- Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.

- Ability to accurately communicate information and ideas to others effectively.

- Physical agility and effort sufficient to perform job duties safely and effectively.

- Ability to make valid judgments and decisions.

- Available to work additional time on weekends, holidays, before or after normal work hours when necessary.

- Must work well in a team environment and be able to work with a diverse group of people and customers.

- Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.

EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.