Network Operations Center Learning Manager – Washington DC, Herndon VA

Company:

Cogent Communications is a multinational, Tier 1 facilities-based ISP, consistently ranked as one of the top five networks in the world and is publicly traded on the NASDAQ Stock Market under the ticker symbol CCOI. Cogent specializes in providing businesses with high speed Internet access and Ethernet transport services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 219 markets globally. Since its inception, Cogent has unleashed the benefits of IP technology, building one of the largest and highest capacity IP networks in the world. This network enables Cogent to offer large bandwidth connections at highly competitive prices. Cogent also offers superior customer support by virtue of its end-to-end control of service delivery and network monitoring. Cogent offers competitive compensation and a full benefits package that takes effect within 30 days of employment. Matching 401k and stock options are also included.

Cogent is looking for a Network Operations Learning Manager that will be based in the VA, MD, DC market. They will provide training to Cogent’s Network Operations Center team and Customer Support Team.

Responsibilities:

  • Provide in person training to teams that are located in North America and remote training to teams in Europe
  • Design, develop, and deliver training material for use in a class room environment and self-study
  • Track, assess and communicate trainee progress to department leadership
  • Collaborate with department leadership to conduct needs assessments and identify areas for additional learning opportunities to ensure the department meets its business objective
  • Document procedures and policies as reference material
  • Support and contribute to other projects as requested

Qualifications:

The ideal candidate will be a seasoned NOC technician/NOC engineer with strong hands-on technical skills who has worked in a customer service role.

  • Strong working knowledge of IP, including IP network architecture, routing protocols, peering relationships, and DNS.
  • Strong working knowledge of troubleshooting metro and long haul fiber.
  • Working knowledge of optical transport networks is desired. Optical experience on Cisco 15454 or NCS1K equipment including troubleshooting hardware problems and circuit building and management through a MSTP network.
  • Strong working knowledge of Cisco switches, routers and transport equipment like the ASR9K router, 7600 series routers, 6500 series switches , 4900 series switches, 3550 series switches, 15454 and NCS1K transport equipment.
  • Familiarity with the internet service provider industry and telephone companies is necessary.
  • Familiarity with network monitoring tools such as Kentik, NetCool and SolarWinds.
  • Experience with ticketing systems such as Remedy or Salesforce.
  • Experience using JDSU and EXFO testing equipment
  • Experience with GNS3 and Cisco Packet tracer
  • Effective written and verbal communications skills are required.
  • Working knowledge of applications such as WebEx, Zoom, Moodle, SharePoint, Microsoft Excel, Microsoft Word, and Microsoft Visio
  • Education: Bachelor’s degree in a technical field or equivalent experience, certifications, or training.
  • Experience: 5-10 years of IP Backbone experience preferably in a Network Operations Center environment, 2 years of customer support experience working in call center environment

Areas of Instruction:

  • CST DNS configuration.
  • CST Customer service skills
  • CST and NOC access layer troubleshooting including optical power specifications and port configurations.
  • CST and NOC on the use of the Cogent ticketing system.
  • CST and NOC on logging into and using the phone queue.
  • CST and NOC monitoring system.
  • CST and NOC routing protocol implementation including IS-IS and BGP.
  • CST and NOC effectively using test sets for customer verification.
  • NOC on how to use the Starfish Change Management System.
  • NOC router equipment
    • Login
    • Hardware types
    • Software types
    • Command line
    • Upgrade process
  • NOC transport equipment
    • CTC login
    • CPO/CTM login
    • Hardware types
  • NOC metro ring troubleshooting
    • Fiber topology
    • DWDM technology
  • NOC long haul troubleshooting
    • Fiber topology
    • DWDM technology

COVID-19 Policy:

Cogent has adopted a mandatory vaccination and booster policy which requires all U.S. employees to be fully vaccinated (including booster shots when eligible) against COVID-19. Prior to beginning employment, new employees must provide proof of vaccination or apply for and receive an accommodation to be exempt from the policy.

By submitting an application or resume for this position, I understand that is an in-office position and agree to abide Cogent’s mandatory vaccination policy.

To apply for the position, please submit your resume and cover letter to This email address is being protected from spambots. You need JavaScript enabled to view it..

Cogent Communications is an Equal Opportunity Employer.