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Senior Technologist, Network Operations
3 months ago
The Senior Technologist, Network Operations will provide the necessary technical and problem resolution skillset/requirements to implement and manage LEO based customer experience and support services for LEO services and products. Responsible to fulfill the implementation of the service, integrate the service into day-to-day operations, and manage system fault/problem resolution needed to meet internal and external operational requirements of the LEO service.
Main Responsibilities
- Act as the lead for the CSR/NOC and internal team in order to implement a service, maximizing automation of systems to support workflow for end customer requirements and operation of NOC and CSR functions.
- Develop technical and administrative implementation plans, specifications, schedules and manage implementation of these activities with affected intra company dependencies.
- Integrate supervisory and BOSS systems to form a structured tier based support for fault/problem detection and resolution.
- Conduct interdepartmental meetings to determine infrastructure/systems and manpower resources required to meet service demands for CSR/NOC functions.
- Develop critical milestones for projects and ensure they proceed on schedule.
- Escalate any potentially sensitive customer issues to immediate manager as required.
- Monitor customer performance and service experience and ask for additional sales, engineering and/or management support when needed.
- Utilize emergency notification procedures to communicate emergency activities to the Telesat management team and the associated customers/stakeholders, both internal and external.
- Develop methodology to identify program deficiencies and document a plan to correct and close the gaps in providing CSR/NOC functionality.
- Manage relationships with the sales, engineering and operations team, 3rd party suppliers and vendors to ensure the contracted services are met.
- Provide assistance/advice to all Telesat departmental disciplines regarding the scheduling and project management of assigned projects for any workflow related to customer service issues or system faults.
- Contribute to interdepartmental plan meetings as identified by management.
- Exercise independent judgment and a high level of analytical skill in solving complex and unusual administrative and fault management problems.
- Support CSR/NOC functions by acting as the technical liaison on various projects related to GEO/LEO transitions.
- Generate various technical procedures and training material in support of CSR/NOC, field service and/or operations sub groups to aid in fault/problem resolution activity.
- Electronics Engineering Technologist Diploma or equivalent post-secondary education.
- 5+ years of technical experience in the telecommunication field.
- 3+ years of experience in a Telecom based Network Operations Center environment.
- Experienced in establishing and maintaining positive customer relations.
- Experienced in leading technical and non-technical teams.
- Ability to work effectively in a cross-functional and global environment.
- Experience interacting directly with customers in supporting systems and services.
- Excellent communication, presentation skills, interpersonal and leadership skills.
- Strong analytical and problem-solving skills.
- Bilingualism is preferred.
- A strong background in satellite telecommunications technology.
- Knowledge of RF transmission principles and the use of specialized test equipment.
- Knowledge of Telecom protocols and network routing, analysis and test methodologies.
- Exposure to L2 services and MEF implementation is an asset.
- Implementation and optimization of supervisory and control systems in an operations setting.
- Practical knowledge of data collection, storage, analysis in real-time operational systems.
- Various network management and control terminals based on integrated workflow views.
- BOSS and general operating supervisory systems.
- RF test equipment.
- Baseband test equipment.
- Ladders, personal protective equipment.
- Required to exercise independent judgment while providing a high level of analytical skill in solving complex and unusual administrative and managerial problems. Ability to use defined processes to ensure positive customer experience.
- Minimal direct supervision of day-to-day activities can be expected. The incumbent will primarily exercise supervisory and scheduling of their assigned activities. Escalation will confirm to workflow and defined priorities agreed to with management.
- The incumbent will primarily work in an office environment.
- The service operates 24 hours, 7 days per week. Shift work and the ability to work in an unsupervised environment are critical to this position.
- Overtime and alterations to shift schedules can be expected.
- The incumbent will work on customer premises in a safe manner as required.
- Infrequent travel to perform field service technical activities or customer integrations may occur on short notice.
