Sr Mgr, CPE Software Triage

Charter Communications

Jan 10, 2025
Provide direction and leadership to a team that is responsible for investigating and determining root cause for WiFi CPE software defects. Oversee the triage process and collaborate with cross-functional teams (Engineering, NetOps, Product, vendors) to manage the resolution of bugs and ensure WiFi software quality. Responsible for purchasing, staff development, managing the support of existing products and the deployment of new products. Actively and consistently support all efforts to enhance and improve the quality of customer experience. Manage engineering staff involved in the implementation, maintenance, enhancement and troubleshooting of product delivery platforms. Lead, mentor, and provide technical guidance to a team of software triage engineers, fostering collaboration and knowledge sharing. Evaluate incoming bugs, prioritize based on severity and impact, and assign issues to the appropriate team members. Lead thorough troubleshooting and investigations to identify the root cause of issues and develop effective solutions. Effectively communicate with leadership and stakeholders, including developers, testers, product managers, and operations to ensure clear understanding of issues and progress. Continuously improve the triage process, develop new tools and workflows to streamline issue resolution, and track key metrics to measure team performance. Maintain accurate records of issues, resolutions, and lessons learned, ensuring knowledge sharing within the team. Explore opportunities to automate the triage process, reducing manual effort and improving efficiency. Responsible for compliance with company engineering standards, policies and procedures. Perform other duties as requested by Manager. Required Skills/Abilities and Knowledge Ability to read, write, speak and understand English Ability to make decisions and solve problems while working under pressure Ability to prioritize and organize effectively Ability to provide coaching and counseling when necessary Ability to supervise and motivate others Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.) Knowledge of company products and services Knowledge of Electronic theory, Federal Communications Commission regulations and Fiber Optic theory Effective leadership skills with proven ability to provide effective, results oriented direction Required Education Bachelor's degree in Engineering or related field, or equivalent experience Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E) Required Related Work Experience and Number of Years Project Management work experience - 3+ Related leadership experience - 3+ Engineering HFC and Networking experience - 7+ Preferred Experience Embedded systems and network troubleshooting experience Experience with Linux Defect Tracking Tools such as Jira Experience with AWS or other cloud infrastructure Experience with monitoring systems (i.e. Splunk, Datadog, CloudWatch, etc.) Familiarity with continuous integration/deployment processes and tools such as Jenkins, Concourse etc. Knowledge and experience in Broadband Gateways, Networking or Home Security domain Understanding of software development principles and best practices SPECTRUM CONNECTS YOU TO MORE Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas Learning Culture: With a dedicated focus on training and development, employees can have confidence that day one is truly just the beginning of a dynamic career Total Rewards: See all the ways we invest in you-at work and in life This job posting will remain open until 2025-1-22 05:00 PM (MST) and will be extended if necessary. Apply now, connect a friend to this opportunity, or sign up for job alerts! EGN615 2024-45021 2024 Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life. A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances. This job posting will remain open until 2025-01-23 12:00 AM (UTC) and will be extended if necessary. The base pay for this position generally is between $110,800.00 and $196,400.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses. Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you're joining a strong community of more than 100,000 individuals working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more. Who You Are Matters Here We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.