The Network Operations Manager, NOC & Managed Services

The Network Operations Manager, NOC & Managed Services is responsible for supervising the Network Operations Center and all managed services staff to deliver a best-in-class experience to TSI end-users. 

Under the supervision of the Director, Network Operations, the incumbent will work in collaboration with several managed services staffing, vendors and technology partners to help attain all service level agreements. The incumbent will manage all resources in the NOC and will also be a technical reference for most major operational support processes. 

The main responsibilities are: 

Resource management and planning

• Scheduling of NOC and Managed Service staffing rotations for 24/7 Operations.
• Maintain Training and On-Boarding plan for all new staff.
• Conduct weekly and daily performance reviews. 
• Maintain active resource contingency plans for business continuity.
• Maintain and implement all escalation procedures.
• Manage and maintain the NetOps knowledge base.

Operational efficiency and continuous improvement 

• Monitor all internal and external service level agreements (SLA) performance indicators.
• Maintain a high availability and accessibility end-to-end network performance.
• Deploy, maintain and update all operational dashboards.
• Work with the Recovery Manager to plan and coordinate incident management process activities.
• Be a point of reference for operational efficiency by maximizing results and minimizing costs. 

Technical coordinator: 

• Maintain all disaster recovery procedures (DRP) and coordinate necessary test plans.
• Define and develop the problem management process in JSM (Jira Service Management). 
• Participate in major and critical incident resolution bridges and identify key stakeholders. 
• Participate in or initiate Request For Proposal (RFP) for Operations Support System (OSS) and Business Support System (BSS).
• Participate and lead the execution of the Operations Readiness Plan.

Project and operations budget handling: 

• Initiating and/or participating in technology projects and POCs aimed at improving operational efficiency. 
• Document business cases for different technology solutions.
• Efficiently handling project and operational budgets.

Assume all related responsibilities.

COMPETENCY PROFILE AND MINIMUM REQUIREMENTS

Education/Experience/Certification

• Bachelor's degree in electronic, electrical, mechanical, computer or telecommunications engineering or other field. 
• 12 years’ experience in the telecommunications or information technology sector.
• Minimum of 5 years' experience in a management role in a telecommunications or information technology sector. 
• Experience in the satellite industry is an asset.
• Experience with AWS or Azure cloud computing is an asset.
• Experience with ITIL best practices is a must.

Other qualifications

• Knowledge of AGILE methodologies. 
• Fluency in English and French.
• Proficiency in the Microsoft Office 365 suite and Jira.
• 24/7 availability is a must.
• Technical expertise and hands-on experience in at least 3 of 8 technological domains: Sat-Com, Cloud Computing and System-Administration, Sec-Ops, IP Networking, Value Added Services, Programming/Scripting, Operations Support System, Core & Ran Networks.

Skills and abilities required  

Adapted to his or her level and field of expertise, the incumbent must possess the following competencies:

• Ability to develop constantly in a spirit of continuous learning.
• Generates value and has an innovative spirit.
• Demonstrates sound management of organizational risk and IT security.
• Has a service approach.
• Team player and collaborative.
• Communicates effectively.
• Plans and organizes work autonomously, rigorously and agilely.
• Has a strong business acumen.