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Added 5 mins ago
TU
Auxiliary Cage Processing Technician
The University of British Columbia
Vancouver, BC
- $27.07 to $28.4 CAD / hour
- Full-time
…researchers with accountability, communication, cooperation, customer service and integrity. ACS reports to the Associate Vice President Research &…
Added 5 mins ago
E
Environmental Field Technician
Englobe
Toronto, ON · Etobicoke, ON
- Full-time
Assist in analyzing environmental data and preparing technical reports, figures, and summary tables;
Added 5 mins ago
TC
CUPE 1328 - IT Field Technician
Toronto Catholic District School Board
Toronto, ON
- Full-time
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Added 5 mins ago
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Protech Mobile Installation Field Trainer
Protech Automotive Solutions
Burlington, ON
- Full-time
3+ years of hands-on experience in vehicle or equipment installation, service, or technical fields, including exposure to the heavy equipment space (e.g., tractor trailers, off-highway,…
Added 5 mins ago
MS
Administrative Assistant
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Toronto, ON
- Temporary
Satisfactory Background Checks, Technical Skills Evaluations, and Employment References.
Added 5 mins ago
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- Full-time
We pride ourselves in providing the best customer service and helping people find their perfect home. Customer Service is an integral part of our Company Values and we are looking for…
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BAS Project Supervisor
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- $100,000 to $120,000 CAD / year
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AB · Edmonton, AB
- Full-time
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Financial Controller
Salas O'Brien
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Foster a culture of accountability, collaboration, and customer service.
Added 5 mins ago
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Delivered fast, reliable technical support during production outages, troubleshooting complex issues under pressure while keeping service disruption to a minimum.
Added 5 mins ago
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Bilingual Payroll Specialist
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- $55,000 to $60,000 CAD / year
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Added 6 mins ago
Vendor Managed Inv. Specialist
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Added 6 mins ago
Facilities Lead - 12 Month Contract (Facilities)
The Globe and Mail
Toronto, ON
University degree or College diploma with 2-3 years of experience in a customer service-focused department and/or 1-2 years of supervisory experience.
Added 20 mins ago
G
System Technical Support
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- Full-time
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Added 20 mins ago
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VP, Centralized Operations
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Added 20 mins ago
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Software Support Specialist
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Surrey, BC
- Full-time
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Added 20 mins ago
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Added 22 mins ago
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…vehicle and robotics teams. The Product Engineering team owns the customer-facing product and service layer: the self-serve platform for productizing ML reconstruction pipelines, our…
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Added 22 mins ago
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General Manager - National on 17th
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Added 22 mins ago
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The Customer Service Associate oversees the activities of the ‘customer experience of the front of the warehouse’. The Customer Service associate is accountable for processing returns,…
Added 22 mins ago
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Added 22 mins ago
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Added 32 mins ago
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Added 32 mins ago
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Industrial Welding Instructor
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…personnel through hands-on and classroom training while providing technical support to fabrication operations. This position administers welder qualification programs, supports on-the-job…

Northwestel

Manager, Network Ops Control Centre

Yellowknife, NT, X1A 3S9, Canada

Full-time

Apply About employer

Applications open in a new tab.

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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