Senior Network Connectivity Specialist

Role summary

Under the supervision of the Director, Network Operations, the incumbent will work in collaboration with the various suppliers, vendors and technology partners and will notably manage the end-to-end IP network operations quality assurance of Terrestar’s service offer. He (She) will be asked to operationalize, maintain and continually improve all connectivity incident, problem and change handling processes. 

The Senior Network Connectivity Specialist is responsible for operating, updating and maintaining all IP network operations connectivity equipment and configurations.  He (She) is also responsible for the resolution of all incidents affecting the on-premise and cloud native IP network.

Main responsibilities

Incident resolution and response: 

• Restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations.
• Resolving IP connectivity incidents and problems.
• Managing major incident records and processes.
• Communicating with relevant stakeholders throughout the incident lifecycle and identifying, maintaining and improving incident KPIs and SLAs.
• Reviewing incidents and initiating improvements to services and to the incident management practice after resolution. 
• Converting recommendations into business requirements following incidents.

Operational efficiency:

• Ensuring continuous improvement to E2E connectivity Incident Management Process.
• Documenting and updating alarm handling procedures.
• Planning and deploying network changes with zero-downtime. 
• Serving as an internal consultant for Network Engineering and Operations.
• Training NOC (Network Operation Center) staff on IP connectivity incident management best practices.
• Detailing and maintaining all incident handling test procedures and knowledge base.

Service configuration management: 

• Ensuring that assets under the control of suppliers are identified, controlled and properly managed throughout their lifecycle. 
• Identifying, controlling, recording, reporting, auditing and verifying services and other configuration items including versions, components, their attributes and relationships. 
• Maintaining accurate configuration information on the historical, planned and current state of network connectivity services and other configuration items.
• Providing accurate configuration information to facilitate internal and external incident handling.   

Technical troubleshooting: 

• Participating in incident resolution by investigating complex network incidents. 
• Identifying and documenting workarounds for one or several technological domains (Sat-Com, Cloud Computing, Wireless Networks, IP Networks, Security & Authentication).
• Reviewing and developing end-to-end network incident KPIs using Office 365 and Power BI platform.
• Deploying and maintaining end-to-end IP connectivity service alarms.
• Working with vendors and partners to improve IP network availability.

Project and continuous improvement: 

• Initiating and/or participating in technology projects and POCs (Proof of Concept) aimed at improving network operations efficiency. 
• Work with internal and external partners to improve overall network connectivity performance.
• Seek out opportunities for improvement in technical solutions, process improvements, standardization efforts, automation projects and tools implementation. 

Assume all related responsibilities. 

COMPETENCY PROFILE AND MINIMUM REQUIREMENTS

Education/Experience/Certification

• Bachelor's degree in electronic, electrical, mechanical, computer or telecommunications engineering or other field combined with a minimum of 15 years’ experience in the telecommunications or information technology sector.
• Minimum of 7 years' experience in network operations for a telecommunications operator or in the information technology sector.
• Minimum of 10 years’ experience in network operations incident handling for on-premise and/or cloud native services.
• Minimum of 7 years’ experience in network configuration (Firewall, router, switch) and protocols (TCP/IP, ICMP, UDP, OSPF, ARP, BGP, DNS, DHCP, FTP, HTTP, SMTP, SNMP, UDP).
• Technical expertise and hands-on experience in at least 3 of 8 technological domains: Sat-Com, Cloud Computing and System-Administration, Sec-Ops, IP Networking, Value Added Services, Programming/Scripting, Operations Support System, Core & Ran Networks.

Other qualifications

• Knowledge of AGILE methodology
• Knowledge of Development and Operational tools.
• At least one active or prior certification such as CCNA, CCNP, MCSE, GCP, CompTIA Network+.
• Knowledge of Amazon Web Services or Azure Cloud Computing.
• Knowledge of Information Technology Infrastructure Library best practices. 
• Fluency in English and French.
• Proficiency in the Microsoft Office 365 suite.
• Experience in the satellite industry and with Security Operations is an asset.
• 24/7 availability is a must.

Skills and abilities required  

Adapted to his or her level and field of expertise, the incumbent must possess the following competencies:

• Ability to develop constantly in a spirit of continuous learning. 
• Generates value and has an innovative spirit. 
• Demonstrates sound management of organizational risk and IT security. 
• Has a service approach.
• Team player and collaborative.
• Communicates effectively. 
• Plans and organizes work autonomously, rigorously and agilely.
• Has an excellent business acumen.

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