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    Service Manager - Toronto, Canada - Hydro One Networks Inc

    Hydro One Networks Inc
    Hydro One Networks Inc Toronto, Canada

    2 weeks ago

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    Description

    Job Title : Group Leader, Telecom Operations

    Location : C09 - Richview TS - 65 Kelfield Street, Rexdale, ON M9W 5A3

    Company : Acronym Solutions

    Representation:SOCIETYJob code: Pay information:Schedule 1 / MP5Hours of work (per week):35 hr 5day * 7hrShift work:NoNumber of positions:1Work location:C09 - Richview TS - 65 Kelfield Street, Rexdale, ON M9W 5A3Department:TEL OPRTNS / CUST SRVC / SERVICE MGMT

    General Responsibilies:

    • Supervise service management analysts in the performance of various phases of the following activities including supporting Incident Management, Problem Management, Change Management and Service Management with a focus on preparing, reviewing and issuing monthly reporting which is currently transitioning from various legacy formats to Power BI.
    • Supervise Client Engagement Center (CEC) staff supporting an increasing portfolio of products focused on cloud service and traditional connectivity services engaging with third party partners and internal lines of business.
    • Provide support for Acronym customers and act as an advocate on their behalf with external service providers as well as internal departments within Acronym.
    • Organize, schedule and assign work of the group to ensure appropriate distribution according to the level of difficulty and workload of staff.
    • Reinforce processes on Incident Management as well as Emergency Change and Outage Management to ensure best customer and corporate value of purchased services.
    • Prepare proposals and respond to internal queries regarding the function of the work unit.
    • Ensure that assignments are carried out efficiently and economically.
    • Be responsible for the work methods and procedures of the group.
    • Prepare and publish work schedules for shift staff ensuring coverage for workload. Instruct and develop staff according to their capabilities and recommend their reclassifications and progression.
    • Prepare material for internal departments and including external customers or service providers on the function and value of the unit.
    • Discharge normal administration responsibilities.
    • Provide guidance, support and mentoring to staff on how to handle complex issues.
    • Expand on plans involving telecommunications facilities originating within the department. Improve business results through effective policy control and consistent execution.
    • Assist in the planning of work programs and development of the budget.
    • Analyze costs, labour and material items and provide explanations relating to variances.
    • Participate in interdepartmental studies requiring engineering knowledge on telecom facilities, equipment, customer requirements and interfaces.
    • Review and provide guidance and feedback on new proposals.
    • Provide suggestions for improvements.
    • Provide context and details of customer related issues to Management and make recommendations for improvements,
    • Assess performance of Carriers (Vendors) and provide feedback to Carrier services.
    • Attend meetings with common Carriers for performance of services such as leased circuit facilities, service performance.
    • Create, review and implement knowledge base articles for Client Engagement Center and Service Management teams related to various business needs for the teams
    • Prepare and provide internal training as required.
    • Ensure accountabilities are met for Health and Safety trainings.
    • Foster and encourage an environment where all employees are accountable for working safely.
    • Show pride and leadership in the workplace.
    • Identify and take ownership to resolve local issues impacting employee engagement.
    • Maintain an awareness of the current state of the art.
    • Knowledge and execution of ITIL processes, Industry Best Practices, ETOM (Business Process Framework)
    • Perform other duties as required.

    Selection Criteria:

    • Requires experience in multiple areas of telecommunications including, but not limited to fiber optics, tele protection systems, Cloud, wireless systems, Unified Communications, SD-WAN, Security, IP VPN, Ethernet, Wavelength Services and Internet
    • Requires knowledge and experience working with Power BI and Service Now
    • Requires knowledge and awareness of variety of OSS BSS systems required to support network monitoring, alarming and resulting incident management.
    • Familiarity with Change Management processes
    • Experience working with and supporting Sales and Marketing as it relates to Service Management
    • Requires knowledge and experience in ITIL and ETOM
    • Ideally has knowledge and experience working within Agile project delivery including familiarity with DevOps and Program increment (PI) Planning approach.
    • Requires 3-5 years' experience in a supervisory capacity.
    • Requires a knowledge of engineering economics for comparison of various plans involving different types of equipment for economy and efficiency.
    • Completion of 4 years of university training (Grade XII plus 5 years).
    • A period of over 8 years and up to and including 10 years is considered necessary to gain this experience.

    At Acronym we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

    Thank you for considering a career with Acronym, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email Acronym will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

    Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

    Deadline: May 21, 2024

    In the event you are experiencing difficulties applying to this job please consult our help page here.

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