Head of Network Operation Center - Energy/Utility

Job responsibility:

• Monitor Ara and Chorus fleet health on a 24/7/365 shift rotation - dashboards, alarm queues and event streams across residential energy stations, bidirectional electric vehicle (EV) charging, solar and battery storage, and home connectivity.
• Perform first-line triage on every alarm and customer- or partner-impacting event: validate, classify severity, execute runbook remediation and escalate per the escalation matrix.
• Act as first responder during incidents - open the incident record, run initial diagnostics, maintain the timeline and support the incident commander with status updates and stakeholder notifications.
• Execute standard remediation actions: remote restart, connectivity and link checks, configuration pushes, firmware and over-the-air (OTA) update verification, and post-change validation.
• Log every event, action and decision in the ticketing system; keep incident records, timelines and evidence complete and audit-ready.
• Deliver disciplined shift handovers and shift reports - unresolved, at-risk and watch items escalated explicitly to the incoming shift and to the Head of NOC.
• Track service level agreement (SLA) clocks for Chorus utility partners: acknowledge and notify within contractual timelines, and flag at-risk breaches immediately.
• Flag alarm noise, false positives and gaps in runbooks, thresholds or alert routing; propose corrections and maintain runbook and knowledge-base entries.
• Coordinate day to day with Field Service (dispatch, parts, truck rolls), Customer Support (Tier 1 boundary) and Engineering (defect intake) during and after events.
• Support post-incident reviews with accurate timelines, evidence and root-cause input; execute assigned follow-up and corrective actions.
• Contribute to recurring NOC reporting: fleet and link availability, dispatch success rate, detection/acknowledgement/resolution times (MTTD, MTTA, MTTR) and top recurring faults.

Team, direct reports, environment:

• Reports to the Head of Network Operations Center (NOC); based in Montreal with NOC floor presence required on shift, hybrid flexibility outside coverage hours.
• Individual contributor within a 24/7 team of NOC analysts and shift leads; no direct reports.
• Rotating shift schedule including nights, weekends and holidays, plus on-call and surge coverage during peak demand periods, grid events and storm or holiday surges.
• Shift-environment culture: handover quality, documentation discipline, calm escalation, and adherence to standard operating procedures (SOPs) and runbooks.
• Works within scope boundaries set with the security operations centre (SOC, i.e. cybersecurity monitoring), platform/cloud site reliability engineering (SRE), corporate IT and Tier 1 customer support.

Scholarship:

• College diploma (DEC) or bachelor’s degree in engineering, computer science, telecommunications, electrotechnology or equivalent practical experience.
• ITIL (Information Technology Infrastructure Library) Foundation an asset; networking (CCNA, Network+) or EV charging / solar / energy-systems certifications an asset.

Experience, background:

• 5+ years in a network operations centre, dispatch centre, utility control room or other 24/7 monitoring and incident-response environment (utilities, EV charging, connected-device fleets or managed services).
• Hands-on alarm triage, runbook-driven remediation and severity-based escalation under SLA pressure.
• Experience documenting incidents in a ticketing system and delivering structured shift handovers and shift reports.
• Exposure to at least one of: connected consumer hardware, energy/grid or distributed energy resource (DER) systems, EV charging, or utility communications.
• Proven reliability on rotating shifts, including nights, weekends and holidays.

Knowledge:

• Working knowledge of Internet of Things (IoT) and connected-device fleet operations; energy and distributed energy resource (DER) systems; electric vehicle (EV) charging; utility or network operations.
• Incident and service-management basics (ITIL): incident, problem and change management; severity classification, escalation practice and post-incident review.
• Familiarity with industry protocols an asset: OCPP (EV charging), IEEE 2030.5 and CSIP (utility-to-device communication), OpenADR (automated demand response), SunSpec/Modbus (inverters and meters), MQTT (device messaging).
• Networking and connectivity fundamentals: IP, DNS, cellular and Wi-Fi links, VPN, device connectivity states; plus awareness of utility data-handling and incident-reporting requirements.
• English required; French an asset (to be confirmed at approval).

Technical (hard) skills:

• Monitoring and observability platforms, alerting/paging tools, ticketing systems, knowledge bases and dashboard/KPI reporting.
• Alarm interpretation and tuning input: thresholds, alert routing, noise suppression, alert-to-incident quality.
• Runbook execution and remote remediation - restart, config push, firmware/over-the-air (OTA) update verification; scripting literacy (Python, Bash) or SQL an asset.
• Log and telemetry analysis to isolate faults across device, connectivity and cloud layers.
• Reporting and data hygiene: accurate ticket data, clean incident timelines, repeatable shift reports.

Soft skills:

• Calm and methodical under pressure, with sound judgment on when to escalate.
• Clear, concise written communication - incident notes, handovers, status updates and customer- or partner-facing notifications.
• Documentation discipline and attention to detail; follows procedure reliably with minimal supervision.
• Team orientation in a shift environment: dependable attendance, clean handovers, willingness to cover peers.
• Curiosity and continuous improvement - spots recurring faults and pushes for automation over repetition.