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Service Assurance Analyst
1 month ago
As a part of the Xplore Service Assurance team, you will provide a customer-centric focus and accountability for service delivery. The primary objective is to identify areas of opportunity and required coordination of cross-functional efforts to ensure “We” as a service provider are keeping to our mission: “The relentless pursuit of an improved broadband experience for better everyday living of rural Canadians.”
The Service Assurance Analyst position will bring knowledge and expertise in the area of large-scale Wireless and Fibre to the premise ISP deployments, with a focus on Service Assurance. As part of a multidisciplinary team of creative and passionate individuals, this role will contribute to supporting world-class carrier-grade Fibre, Fixed Wireless & Satellite networks. This position requires an individual with experience in Fibre, Wireless & IP networking background, as well as an action-oriented work ethic with a customer-centric focus.
The Service Assurance Analyst will possess proven troubleshooting capabilities, allowing for efficient isolation of reported issues and corrective measures, as well as proactive network monitoring. The Service Assurance Analyst will act as an overall “Customer experience owner,” working within an extended cross-departmental team of SMEs to monitor, troubleshoot, isolate, optimize, and resolve network & customer performance issues. In addition to the day-to-day support, this position will be responsible for weekly reporting and participation in inter-departmental reviews, focusing on network status, areas of concern, and target resolution dates.
This position is also responsible for handling escalations through “Service Problem Management” and “Service Quality Management” processes. The Service Assurance Analyst will engage in active troubleshooting, leveraging and coordinating SME resources to drive resolution. Investigating product spec gaps, trends, and carefully tracking the deployment of new products will equally be part of your day-to-day responsibilities.
