Support Network Manager

2 weeks ago

Etobicoke, Canada Hydro One Networks Inc Full time

Job Title : Support Network Manager

Location : C09 - Richview TS - 65 Kelfield Street, Rexdale, ON M9W 5A3

Company : Acronym Solutions

**Representation**:

- Management**Job code**:

- 00513719**Pay information**:

- 18 (Core Services) /**Hours of work (per week)**:

- 40 hr 5dy* 8hr**Shift work**:

- No**Number of positions**:

- 1**Work location**:

- C09 - Richview TS - 65 Kelfield Street, Rexdale, ON M9W 5A3**Department**:

- TEL OPRTNS / OUTSDEPLANT / OUTSIDEPLNT2**General Accountabilities**:

- Support the Manager, Operations in implementing the department’s goals by providing support in the management and continuous development of capabilities of the Acronym network operations center (NOC) known as the Integrated Telecommunications Management Center (ITMC). Key areas of support include development of operational strategies, standards and plans as well as determining and enhancing staff competencies and infrastructure, and implementing these plans to enable Acronym to compete successfully as a telecommunications carrier.
- Work with Hydro One Telecom Operations management team with the objective to meet or exceed competitive Service Level Agreement (SLA) metrics, considering the needs of business growth, changes in Customer requirements and technologies

**Specific Accountabilities**:

- Manage and supervise staff assigned to perform detailed ITMC work. Be responsible for their work by facilitating the planning and organization of the team’s work giving advice, guidance, and direction as necessary. Coordinate and supervise multi-disciplinary teams as necessary, and in conjunction with other teams in the company, develop, implement, and maintain work methods for staff
- Manage the timely resolution of all Customer service requests. Negotiate service with Customers, set priorities, and coordinate resources with other support groups to resolve the matter within established service levels
- Lead and coordinate the work of complex teams of staff involved in the restoration of serious service disruptions reported or detected
- Lead a team of Operations ITMC staff developing and maintaining operating processes to ensure the effective management of Customer service requests and efficient handling of operational deliverables
- Act upon and resolve Customer complaints and suggestions
- Support the management of cost, revenue, profitability, and performance of services provided by others, including reference to external benchmarking. Assist with negotiation of service level agreements, monitor the service delivery, and initiate action to ensure service levels are maintained. Maintain information on existing service offerings, projects, and initiatives associated with assigned telecommunications services
- Act as a senior member working with the Manager, Telecom Operations and other team members to create and sustain a cooperative and supportive working environment. Make recommendations on Human Resource issues and resolve work performance problems
- Perform other duties as required

**Managerial Accountabilities**:
Manage the unit and achieve the approved programs and targeted results through:

- Ensuring subordinates are able and willing to produce the desired output and drive continuous improvement of processes for achieving those outputs.
- Assessing staff capability to do the required work, now and in the future.
- Conducting personal effectiveness reviews of subordinates to build relationships and trust, and to improve effectiveness.
- Mentoring and counseling subordinates as required

**Accountability for the outputs of others**:

- Set the appropriate context for subordinates (i.e. corporate strategies and policies, accountabilities, tasks, budget, programs, compliance and performance targets, expectations for continuous improvement, etc.)
- Set an effective framework of policies and procedures for the work of the unit
- Know and ensure own and subordinates’ compliance with all legal and regulatory requirements, and all corporate policies and procedures, and generally accepted practices relating to the work of the unit
- Establish a two-way working relationship with subordinates to solicit their views on conditions and potential changes effecting their work, and continuous improvement opportunities

**Selection Criteria**:

- Requires a knowledge of telecommunications technology and information management
- Requires a knowledge of the components, analysis, and design criteria of telecommunications and information management systems
- Requires a knowledge of business administration, financial modeling, and cost/benefit principles and techniques
- Requires a thorough understanding of the dynamics and issues of the telecommunications industry and of the convergence of telecommunications and computing
- Requires experience in a marketing and problem solving role with Customers, a thorough understanding of the Company’s organizational information management structure, and the specific requirements a

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