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Lead Service Assurance Specialist

3 months ago

New Hamburg, Ontario, Canada Xplore Inc. Full time

As a key member of the Xplore Service Assurance division, you will embody a customer-focused approach and take responsibility for the delivery of services. Your main goal will be to pinpoint opportunities for improvement and facilitate the necessary coordination across various functions to ensure that we, as a service provider, adhere to our mission: "Collaborating to provide a service experience we can take pride in, enabling Canadians to connect with what matters most to them."

The role of Senior Network Assurance Analyst demands a wealth of knowledge and experience in large-scale Internet Service Provider (ISP) deployments, particularly in supporting Fibre-to-the-Premises (FTTP) and Wireless installations, with an emphasis on Service Assurance. As part of a diverse team of innovative and dedicated professionals, this senior position will guide and mentor initiatives aimed at supporting top-tier carrier-grade Fibre, Fixed Wireless, and Satellite networks. The ideal candidate will possess a robust background in Fibre, Wireless, and IP networking, coupled with a proactive work ethic centered on customer satisfaction. Advanced troubleshooting skills are essential for effective proactive network monitoring and for correlating symptoms and impacts of reported issues that necessitate corrective measures.

The Senior Network Assurance Analyst will serve as the lead for initiatives, acting as the "Customer Experience Owner" while liaising with a broad team of subject matter experts, including teams focused on Fibre Design/Engineering, Wireless Standards/Engineering, Satellite Engineering, IP Engineering, and the associated Operations teams (Fibre, Network, IP, Fixed Wireless, Satellite, and Customer Care). Beyond daily support, this role will entail weekly reporting and participation in inter-departmental reviews, concentrating on key initiatives, network health, areas of concern, and targeted resolution timelines. Additionally, this position will manage escalations through the "Service Problem Management" and "Service Quality Management" frameworks. Active troubleshooting will be a critical component, utilizing and coordinating resources from subject matter experts to drive resolutions. Investigating product specification gaps, identifying trends, and meticulously tracking the rollout of new products will also be integral to your daily responsibilities.

Key Responsibilities Include:
  1. Extensive experience and proficient troubleshooting skills in supporting an ISP-level Fibre service delivery framework and customer performance evaluations.
  2. Experience in managing Wireless RF/Baseband ISP environments (Fixed Wireless and Satellite).
  3. Familiarity with Wireless Customer Premises Equipment (CPE) and connectivity for LTE, 5G, or Point-to-Multipoint/Point-to-Point technologies.
  4. Comprehensive understanding of Network Management OSS Tools for Performance Management, Configuration Management, and Optimization.
  5. Thorough knowledge of IP networking, including routing, switching, DNS, DHCP, etc., with the ability to troubleshoot and isolate issues related to Round Trip Time (RTT), Maximum Transmission Unit (MTU), and packet loss. CCNA or equivalent networking certification is preferred.
  6. Experience with technologies such as SNMP, HTTP, VLANs, Internet security software, VoIP, databases, email, and web servers will be advantageous.
  7. Basic Linux skills.
  8. Strong capabilities in Excel and reporting.
The Ideal Candidate Will Possess:
  1. A relevant Diploma or Degree, or a combination of practical experience and education.
  2. 6-8 years in a senior technical support capacity within an Internet Service Provider.
  3. Experience in validating the technical acceptance of new technology and architecture deployments would be beneficial.
  4. Effective communication skills.
  5. Demonstrated knowledge of risk management and continuity management within an ISP Service Assurance context.

As a condition of employment and to comply with industry-related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be provided to candidates as they progress through the selection process.

Xplore is dedicated to fostering an accessible environment and will accommodate disabilities throughout the selection process. Candidates are encouraged to inform their recruiter of any accommodation needs during the selection process.

Company Overview:

Xplore Inc. is Canada's provider of fibre, 5G, and satellite broadband services for rural communities. Xplore is committed to the relentless pursuit of enhancing the broadband experience for all Canadians. The company is developing a world-class fibre optic and 5G wireless network to facilitate innovative broadband services for improved rural living, both now and for future generations.