Main Responsibilities

• Act as the lead for the CSR/NOC and internal team in order to implement a service, maximizing automation of systems to support workflow for end customer requirements and operation of NOC and CSR functions.
• Develop technical and administrative implementation plans, specifications, schedules and manage implementation of these activities with affected intra company dependencies.
• Integrate supervisory and BOSS systems to form a structured tier based support for fault/problem detection and resolution.
• Conduct interdepartmental meetings to determine infrastructure/systems and manpower resources required to meet service demands for CSR/NOC functions.
• Develop critical milestones for projects and ensure they proceed on schedule.
• Escalate any potentially sensitive customer issues to immediate manager as required.
• Monitor Customer performance and service experience and ask for additional sales, engineering and/or management support when needed.
• Utilize Emergency notification procedures to communicate emergency activities to the Telesat management team and the associated customers/stakeholders, both internal and external.
• Develop methodology to identify program deficiencies and document a plan to correct and close the gaps in providing CSR/NOC functionality.
• Manage relationships with the sales, engineering and operations team, 3rd party suppliers and vendors to ensure the contracted services are met.
• Provides assistance/advice to all Telesat departmental disciplines regarding the scheduling and project management of assigned projects for any workflow related to customer service issues or system faults.
• Contributes to interdepartmental plan meetings as identified by management.
• Exercise independent judgment and a high level of analytical skill in solving complex and unusual administrative and fault management problems
• Support CSR/NOC functions by acting as the technical liaison on various projects related to GEO/LEO transitions
• Generate various technical procedures and training material in support of CSR/NOC, field service and/or operations sub groups to aid in fault/problem resolution activity.

Education & Experience Required

• Electronics Engineering Technologist Diploma or equivalent Post-Secondary education
• 5+ years of technical experience in the telecommunication field
• 3+ years of experience in a Telecom based Network Operations Center environment
• Experienced in establishing and maintaining positive customer relations
• Experienced in leading technical and non-technical teams
• Ability to work effectively in a cross-functional and global environment
• Experience interacting directly with customers in supporting systems and services
• Excellent communication, presentation skills, interpersonal and leadership skills
• Strong analytical and problem solving skills
• Bilingualism is preferred 

Specialized Knowledge, Skills & Abilities

• A strong background in satellite telecommunications technology.
• Knowledge of RF transmission principles and the use of specialized test equipment.
• Knowledge of Telecom protocols and network routing, analysis and test methodologies.
• Exposure to L2 services and MEF implementation an asset.
• Implementation and optimization of supervisory and control systems in an Operations setting
• Practical knowledge of data collection, storage, analysis in real time operational systems

Equipment Used

• Various network management and control terminals based on Integrated workflow views
• BOSS and general operating supervisory systems
• RF test equipment
• Baseband test equipment

Decision Making

• Required to exercise independent judgment while providing high level of analytical skill in solving complex and unusual administrative and managerial problems. Ability to use defined processes to ensure positive customer experience

Supervision Exercised

• Minimal direct supervision of day to day activities can be expected. The incumbent will primarily exercise supervisory and scheduling of their assigned activities. Escalation will confirm to workflow and defined priorities agreed to with management.

Working Conditions

• The incumbent will primarily work in an office environment
• The service operates 24 hours, 7 days per week. Shift work and the ability to work in an unsupervised environment are critical to this position.
• Overtime and alterations to shift schedules can be expected
• The incumbent will work on customer premises in a safe manner as required.
• Infrequent travel to perform field service technical activities or customer integrations may occur on short notice