Service Manager, Telecom Operations - Jobs in Rexdale, ON

Job Description

42844 - Rexdale - Rotation - 4 monthsHydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.It’s an exciting time to join the team at Hydro One!General AccountabilitiesSupervise staff in the performance of various phases of the following activities including supporting Incident Management, Problem Management, Change Management and Service Management as required.Provide support for HOT customers and act as an advocate on their behalf with external service providers as well as internal departments within HOT.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.Investigate and study overall projects in conjunction with other internal departments such as Sales and ServiceManagement.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 and provide feedback to Carrier services.Attend meetings with common carriers for performance of leased circuit facilities.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.Research ITIL processes, Industry Best Practices and attend conferences.Perform other duties as required.Selection CriteriaRequires a knowledge of electrical and electronic theory specializing in telecommunications facilities.Requires experience in multiple areas of telecommunications including, but not limited to: fibre optics, tele protection systems, power line carrier, wireless systems, wide area networks, local area networks and internet infrastructure as well as Network Operations Centre Management.Requires 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 Hydro One 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.We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2020.Thank you for considering a career with Hydro One, 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 careers@hydroone.com. Hydro One 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 24 2021In the event you are experiencing difficulties applying to this job please consult our help page here.Job Segment: Operations Manager, Service Manager, Telecom, Telecommunications, Customer Service, Operations, Technology