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Added 6 mins ago
D
Consultant
Deloitte
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- Full-time
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(Sr.) Partnerships Manager - 557 EN
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- $84,698 to $128,743 CAD / year
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Litigation Support Paraprofessional
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- Full-time
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26ELM210- Long Term Occasional - Grade 4/5 - 1.0FTE
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- Full-time
Ready to make a difference? Candidates are invited to submit their application through . As part of the application process, a minimum of two (2) professional supervisory references are…
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LTO: SERT (0.4 FTE) and Prep (0.6 FTE) - Primary/Junior or Junior/Intermediate, Special Education, Part 1 at Madonna Della Libera School, Brantford
Brant Haldimand Norfolk Catholic District School Board
Brantford, ON
- Full-time
…on any of the protected grounds in the Human Rights Code to support candidate participation in the hiring process. When contacted, candidates will be provided with an overview of the…
Added 6 mins ago
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Elementary Long Term Occasional (LTO) 100% Grade 6/7 Homeroom
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Strategic Operations Manager - Partnerships
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26ELM211- Long Term Occasional - Grade 6 - 1.0FTE
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- Full-time
Ready to make a difference? Candidates are invited to submit their application through . As part of the application process, a minimum of two (2) professional supervisory references are…
Added 6 mins ago
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Brake Press Operator
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- Full-time
Please do not call to inquire about the status of your application, we will contact those who meet the requirements.
Added 6 mins ago
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Secondary LTO: Technological Education - Transportation
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- Full-time
…Please ensure that contact information provided at the time of application is…
Added 6 mins ago
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- Full-time
We’re currently seeking a driven, detail-oriented Clinical Coordinator to support both our Port Coquitlam and Maple Ridge clinics, working three days per week in Port Coquitlam and two days…
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Movers And Helpers
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Added 6 mins ago
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Senior Manager, Data Governance Implementation
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Toronto, ON
- $115,000 to $135,000 CAD / year
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Enable AI Innovation: Support the responsible use of data in AI initiatives by establishing governance structures that ensure accuracy, transparency, and ethical considerations in AI models
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The Third Cook is a support role within the culinary team, working both day and night shifts. This position is responsible for preparing a variety of menu items for bagged lunches,…
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Added 6 mins ago
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Advancement Proposal Writer
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Winnipeg, MB
- $56,966 to $80,280.2 CAD / year
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Compose and edit proposals, cases for support, for specific donors and groups of donors in collaboration with fundraisers across a variety of programs and Faculties at UM.
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Registered Nurse - Labour and Delivery
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Added 6 mins ago
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Housing Projects & Maintenance Technician
Department of National Defence/Ministère de la Défense nationale
Yellowknife, NT
- $71,741 to $90,184 CAD / year
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Added 6 mins ago
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Technician, Plant Work
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Hiring Now! Entry-Level English Teacher (ESL) | No Experience Needed
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- Full-time
…into international teaching. We will provide you with full support and…
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Guest Attendant (Retirement Home)
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Added 6 mins ago
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Senior Project Manager – App Mod Program
The University of British Columbia
Vancouver, BC
- $11,397 to $17,081.58 CAD / month
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…User Experience and will be responsible to ensure consistent application of project management principles established within the Office of the CIO…
Added 6 mins ago
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Engineer, Civil/Structural
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Provide structural engineering support across surface, underground, processing, maintenance, construction, and asset management teams, delivering practical, fit-for-purpose solutions…
Added 6 mins ago
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Northwestel

Manager, Network Ops Control Centre

Yellowknife, NT, X1A 3S9, Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Posting language: English
Posted: Oct 6, 2026

Original job description

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.

Apply About employer

More about this job

Responsibilities

The NOCC Manager oversees the daily operations, maintenance, and technical support of the network infrastructure while leading a team of sixteen members. This role is responsible for incident, change, and problem management, ensuring adherence to SLAs and regulatory compliance through effective reporting and process improvement.

Requirements

Candidates must possess an Engineering degree or at least five years of experience in a telecommunications or ISP environment. Strong leadership, communication, and analytical skills are required, with ITIL certification considered an asset.

Skills

Network Operations
Incident Management
Change Management
Problem Management
Service Provisioning
Team Leadership
Staff Development
Budget Management
SLA Management
Technical Support
Regulatory Compliance
Conflict Resolution
Data Analysis
Telecommunications
ITIL

Benefits

Health & Wellness Benefits
Pension Plan
Discounts
Team Incentive Bonus
Paid Vacation
Vacation Travel Allowance

Visa sponsorship

Not detected in the job text

Keywords

IP Service
WAN
Switching
Transport
Data Networks
Video Networks
Incident Management
Change Management
Problem Management
Service Provisioning
Assurance Support
SLA
MTTR
CRTC
Change Advisory Board
Telecommunications
ISP
ITIL
Budgeting
Performance Management
Network Infrastructure
Regulatory Compliance
Leadership
Customer Relations

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