Global Network Operations Senior Manager - Montreal Ontario

Responsibilities Develop, mentor and train the NCC staffEnsure team is meeting/exceeding internal SLAs mandated by Senior ManagementSeek to improve processes and procedures with the goal of delivering the highest level of service to our customersDevelop, document, implement and maintain processes and procedures for the day-to-day operations with NCC Management’s guidancePromote a strong culture committed to service quality through the successful execution of repeatable, well-designed processesMonitor the status of alarms, alerts, Salesforce tickets and processes to ensure daily dispatches and repairs are being completed in a timely mannerCommunicate policy and procedural changes to the NCC StaffMake recommendations for changes and improvements and communicate them to NCC managementGenerate reports for the Senior NCC Management team in regards to service availability, MTTR, overall customer and network volumes.Oversee and manage special projects as neededMeet and/or exceed and maintain center objectives as assigned by managementEnsure continual process improvement within the NCC, including but not limited to, automation of NCC tasks and reporting, initiatives and routine administrative tasksMaintain communication with NCC management during outages until issues are resolved.Develop and drive improvements to processes and procedures utilizing root cause analysisIdentify and interview candidate(s) for the Network Control Center team, when neededMonitor Customer/Network work queues to ensure 100% compliance with SLAs and to ensure all cases are being assigned on a daily basisAssist with administering performance reviews, mentoring and training staffThe Network Operations Manager is required to be on call and/or work various shifts (such as weekends and/or evenings)NOTE: This role will manage Union based Technicians. The role will be expected to comply with employment Union regulations. QualificationsAssociate’s degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experienceProficient in the use of Microsoft Office and/or Google SuitesAnalytical thinking, ability to problem solveAbility to manage and coordinate projectsAbility to review fiber network drawings and determine area of damage based on Optical Time Domain Reflectometer tracesUnderstand fiber and cable characteristicsFamiliarity with fiber optic and cable installation and maintenance handlingAbility to manage customer situations; ability to respond in a professional manner to customer complaints and issuesAbility to clearly communicate both verbally and in written communicationPrevious management / Leadership experience*Secret-level security clearance by an agency of the Government of Canada or Secret-level security clearance is required. Security clearance can be obtained after hire but is a condition of employment to retain the position. To receive a Secret Clearance, the candidate must be a Canadian Citizen and have lived in Canada for 10 yrs or over. Please note: This role will be expected to be On Call for Night and Weekend Shifts.Salary Range from $130,000 - $136,500 CAD Annually, commensurate with experience