The NOCC Manager is accountable for the monitoring, maintenance, repair, upgrading and overall central technical support of Northwestel’s network system including Internet Provider (IP) service, Wide Area Network (WAN), Switching, Transport, Data and Video networks. This role also involves ensuring that network utilization and availability statistics are maximized and within designed performance standards.
Responsibilities include leading and overseeing operational functions including Incident Management, Change Management, Problem Management, advanced service provisioning, and Level 1 and Level 2 Assurance support. The role is accountable for the successful introduction of new services into the operational environment, driving continuous process improvement initiatives, and expanding the team's assurance capabilities, technical skillsets, and workload capacity. Responsibilities also include coaching and developing staff, fostering a high-performance culture, managing customer relationships, ensuring adherence to Service Level Agreements (SLAs), and maintaining a strong focus on service quality and customer satisfaction. In addition, the position is responsible for creating, maintaining, and delivering customer and CRTC-related reporting to support regulatory compliance, operational transparency, and informed business decision-making.
This position supports approximately sixteen (16) team members.
Employment Equity
Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are First Nation, Inuit, or Métis; a woman; a person with a disability; or a visible minority, if they wish to receive hiring preference.
Specific Accountabilities
- Manage the daily operations of Northwestel’s network infrastructure working collaboratively with the operations, engineering, and customer services departments to ensure the various service provisioning and assurance activities occur in a timely manner, and that the network is optimally configured to ensure customer satisfaction.
- Chair the Change Advisory Board, Emergency Change Advisory Board and facilitates all Post Implementation Reviews providing monthly metrics to the Northwestel leadership team on success, attendance, and compliance ratios.
- Coordinate the maintenance and repair of the network, when necessary, by providing guidance around priority and impact mitigation to those responsible for conducting approved changes.
- Manage and maintain the Northwestel Change Management Policy & Procedures documentation and archives providing guidance and support for facility record keeping, including implementing modern technology or process, managing approvals and escalations, and facilitating coaching and training opportunities as required.
- Provide effective and timely escalation of customer-based interest issues when required to both internal and external organizations.
- Enforce contract obligations respecting both customer Service Level Agreements (SLA) and organizational Mean Time to Repair (MTTR) commitments.
- Develop, monitor, and track service level indicators and coordinate the development of action plans that effectively address areas of opportunity.
- Lead and coach all direct and indirect reports including performance evaluations, attendance management, prioritizing of workload, and implementing both staff development and training plans.
- Manage the departmental operations budget while respecting financial goals and overall strategic objectives.
- Keep abreast of technological change and emergent telecommunications network advances through self-directed learning and technical courses provided by vendors or other parties.
- Represent the organization through direct contact with business customers, partner carriers, and internal departments as required.
- Must be flexible in availability and consistently available outside of normal business hours (including weekends) to assist/lead with Incident Management activities.
Knowledge and Skills Required
This position requires the incumbent to have the following qualifications:
- Engineering Degree or Equivalent five (5) years’ experience in Telecommunications or Internet Service Provider environment.
- Proven ability to lead and motivate a team through change, learning new systems and applications.
- Excellent communications skills (oral, written & listening) with a proven ability to express technical requirements in business terms.
- Proven ability to work under pressure with conflicting priorities.
- Proven conflict resolution skills.
- Strong interpersonal and customer relations skills
- Ability to think critically and analyze data and form conclusions based on information from a variety of sources.
- Certification in IT Infrastructure Library (ITIL) would be considered an asset.
Typical Contacts
External contacts include Large and Small Business Customers, Network Designers, Engineers, as well as other national and provincial carriers. Regular communication with these customers and other carriers is required to escalate service delivery issues, negotiate and coordinate inter-network circuit provisioning and testing.
Internal contacts include Operations (Service Management, Workforce, Implementation Engineering), Customer Services (Business Customer Service Representatives, Account Management), Corporate (Marketing, Advanced Communications), Executive and Finance. Regular communication is required to ensure optimal performance of the networks and associated processes within the Network Support Services.
Working Conditions
This position works in a typical office environment. The incumbent may be required to travel throughout NorthwesTel’s operating territory, as well as to travel outside the operating territory for meetings and conferences pertaining to Inter-company service assurance and pertinent service level agreements.
What We Offer You
- Health & Wellness Benefits, Pension Plan, Discounts
- Team Incentive Bonus
- Paid Vacation with a Vacation Travel Allowance
- Work-Life Balance
- Community Involvement
Closing
Applications will be reviewed as they are submitted. Posting will remain active until the position is filled.
As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.
