Manager, Network Ops Control Centre

This is accountable for the monitoring, maintenance, repair, upgrading and overall central technical support of NorthwesTel's network system including Wireless, Internet Provider (IP) service, Wide Area Network (WAN), Switching, Transport, Data and Video networks. This role also involves ensuring that network utilization and availability statistics are maximized and within designed performance standards.

Responsibilities Include:

• Incident Management
• Change Management
• Problem Management
• Provisioning (Advanced Services)
• Assurance (Level 1& 2 Support)
• New Service Introduction
• Process Improvement
• Staff Development
• Customer Relations and SLA Management
• Increase Assurance Skill set & Workload
• Creating and maintaining CRTC and customer related reporting

This position has the following direct reports:

• NSS Switching and Transport (3);
• Network Operations Control Centre Technician (9); and
• Change Coordinator.

SPECIFIC ACCOUNTABILITIES

• Manage the daily operations of Northwestel's network infrastructure working collaboratively with the operations, engineering, and customer services departments to ensure the various service provisioning and assurance activities occur in a timely manner, and that the network is optimally configured to ensure customer satisfaction.
• Chair the Change Advisory Board, Emergency Change Advisory Board and facilitates all Post Implementation Reviews providing monthly metrics to the Northwestel leadership team on success, attendance, and compliance ratios.
• Plan, coordinate and implement all changes/upgrades to the network and service provisions ensuring that such changes are made with minimal interruption of service.
• Coordinate the maintenance and repair of the network when necessary by providing guidance around priority and impact mitigation to those responsible for carrying out approved changes.
• Ensure all change requests are formally identified and properly documented in an effort to fully understand change requests which have an impact on the service delivery and customer,
• Manage and maintain the Northwestel Change Management Policy & Procedures documentation and archives providing guidance and support for facility record keeping, including implementing new technology or process, managing approvals and escalations, and facilitating coaching and training opportunities as required.
• Provide effective and timely escalation of customer-based interest issues when required to both internal and external organizations.
• Enforce contract obligations respecting both customer Service Level Agreements (SLA) and organizational Mean Time to Repair (MTTR) commitments.
• Develop, monitor, and track service level indicators and coordinate the development of action plans that effectively address areas of opportunity.
• Champion continuous improvement goals in support of our ability to surpass customer expectations by effectively collaborating with other business partners across the business.
• Lead and coach all direct and indirect reports including performance evaluations, attendance management, prioritizing of workload, and implementing both staff development and training plans.
• Manage the departmental operations budget while respecting financial goals and overall strategic objectives.
• Keep abreast of technological change and emergent telecommunications network advances through self-directed learning and technical courses provided by vendors or other parties.
• Represent the organization through direct contact with business customers, partner carriers, and internal departments as required.
• Support the business and marketing strategies by coordinating resources and activities necessary to ensure effective and efficient network development.
• Must be flexible in availability and consistently available outside of normal business hours (including weekends) to assist/lead with Incident Management activities.

KNOWLEDGE AND COMPETENCIES REQUIRED

This position requires the incumbent to have the following qualifications:

• Bachelor's degree in Engineering or Computer Science with a minimum of seven (7) years of telecommunications experience, preferably in operations, of which at least three (3) years are in a leadership role.
• Proven ability to lead and motivate a team through change learning new systems and applications.
• Excellent communications skills (oral, written & listening) with a proven ability to express technical requirements in business terms.
• Proven ability to work under pressure with conflicting priorities.
• Proven conflict resolution skills.
• Strong interpersonal and customer relations skills
• Ability to think critically and analyze data and form conclusions based on information from a variety of sources.
• Certification in IT Infrastructure Library (ITIL) would be considered an asset.

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are an Indigenous person, a woman, a person with a disability, or a visible minority if they wish to receive hiring preference.