Incident/Escalation Coordinator at Cable One Inc. in Phoenix, Arizona

Job Description:

Job Description:

At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace. The Escalation Coordinator will manage the lifecycle of major incidents, ensuring timely and effective resolution.

Key Responsibilities:

• Act as the primary owner of major incidents, managing communication, coordination, and resolution across various teams.


• Work closely with the NOC, Enterprise Service Desk NOC Supervisor, field, engineering, and operations teams to provide comprehensive updates to customers and stakeholders during major incidents.


• Lead after-action reviews, identifying root causes and recommending preventive measures for future incidents.


• Maintain accurate records of all major incidents, ensuring documentation is complete and accessible for analysis.


• Drive systemic problem resolution, collaborating with technical teams to address issues and improve stability.

Qualifications:

• Associate or bachelor's degree in a technical field or equivalent experience.


• Proven experience managing incidents in a network operations environment.


• Strong communication skills with the ability to convey complex technical information clearly.


• Excellent organizational skills, with a detail-oriented approach to managing incident workflows.


• Ability to work effectively under pressure and handle multiple incidents simultaneously.

Core Competencies

• 
  Committed: Values each and every customer, while working hard to keep their business and support our communities.


• 
  Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.


• 
  Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.


• 
  Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:

• Medical, dental, and vision plans - start when you start!


• Life insurance (self, spouse, children)


• Paid time off (vacation, holiday, and personal/sick days)


• 401(k) - 100% company match (match program starts after 1 year of service, up to 5% of eligible compensation)


• Group Legal plan with Identity Theft Protection

Additional Perks

• Tuition reimbursement (up to $5,250 on 1st year)


• Annual community support to various organizations across the U.S.


• Associate recognition & awards programs


• Advancement opportunities


• Collaborative work environment

We're an Award-Winning Organization!

• 2021 - 2023 Forbes' "America's Best Midsized Employers"

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.

Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Pre-hire Processes

Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

#LI-MK1

CABO1