Director, Telecom Operations (Vice President Operations)

Overview

Lead telecom operations strategy, delivery, assurance, and security at Hydro One.

Key Responsibilities

• network provisioning
• service assurance
• disaster recovery
• security governance
• vendor management
• network monitoring

Tasks

-Develop and maintain technical expertise in the fast-evolving technology in Telecommunication systems and implement new technology where economically justified and ensure that staff development strategies and succession plans are developed and implemented. -Developing operations strategies, best-practice processes and standards -Developing Service Management processes that meet the needs of Acronym’s Commercial Customers -Recommend appropriate performance measures and targets related to the achievement of customer service satisfaction. -Develop and implement revisions, changes, and adaptation to strategies, plans, and program directions to resolve issues that arise in moving toward realization of the Acronym’s goals. -Develop and implement a provisioning equipment inventory system to assure committed provisioning due dates can be met. -Research, recommend, and implement best practices in monitoring, tracking, diagnosing, and resolving network problems -Developing and implementing Disaster Recovery and Emergency Response Plans -Deployment of best-practice service delivery and service assurance processes -Support the President & CEO in integrating Corporate strategic goals and initiatives within the business, and in overseeing their consistent application in order to realize the overall Hydro One Inc. objectives and direction. -Build a team and support processes to assist ITMC to resolve network incidents timely to meet committed service level metrics -Conduct regular audits, risk assessments, and vulnerability reviews to identify gaps and enforce remediation measures. -Identifying and putting in place required competencies, infrastructure, and logistic support -Support other Acronym Telecom departments to develop infrastructure to carry new telecom services with supportable service quality by providing operational expertise and knowledge. -Develop and execute rules, standards and algorithms in network element configuration, network resources assignment, routine and security to maximize efficient use of network resources, service availability, network stability and maintainability. -Establish a two-way working relationship with subordinates to solicit their views of conditions and potential changes affecting their work and continuous improvement opportunities -Define specific tasks for subordinates, which are required to achieve desired results, and/or to accommodate changes required within the Company’s operations -Establish and maintain reporting processes for security posture, compliance status, and incident trends -Oversee implementation of network projects, including installation, testing, and commissioning of new networks, network expansion, and reconfiguration of the core network infrastructure to meet business growth and development. -Identify, evaluate, and implement alternatives to service delivery and service assurance practices, including purchased services, deploying automated monitoring and testing technologies, re-organizing infrastructures, and support systems. -Ensure subordinates are able and willing to produce the desired output and that subordinate managers continually improve the processes for achieving the outputs -Developing and implementing network and Customer service surveillance strategies and processes -Develop, negotiate, and establish vendor support contracts. Monitor vendors’ service quality and initiate corrective actions to ensure service levels are maintained. -Provide a work environment and facilities where health and safety incidents are minimized and employees are not dissatisfied -Translate Corporate goals and objectives into a direction which guides the operation of the division -Establish and manage strategic relationships with business partners, services providers, and vendors. -Support the President & CEO, by participating in development and management of strategic relationships with collective bargaining units. This includes serving as participant and witness, as required, at arbitration and labour board hearings. -Know and ensure subordinate’s compliance with all legal requirements, Corporate, and local policies and procedures and generally accepted practices, relating to their work -Oversee Provisioning of new customer services within budget and committed due dates. This includes applying standard circuit designs to specific customer orders, activating available network resources, installing equipment in Customer Premises, having local loops in place either by coordinating with other departments or by managing external services providers. -Negotiate and execute contracts for maintenance of Acronym’s equipment shelters, Points of Presence, and equipment rooms. -Develop and implement security governance frameworks, policies, and compliance controls to ensure alignment with regulatory requirements and industry best practices. -Provide subordinates with appropriate knowledge, skills, information, work procedures and equipment to facilitate responsible behaviour which will protect their safety and contribute to their health -Develop and implement a 5-7 year strategic direction/plan for cost efficient and competitive service delivery and service assurance to Acronym’s Private Lines, IP Data Transmission Services, and Network Management businesses. This includes detailed plans on how future years’ sales growth, technology change, product development, and operational efficiency targets will be supported. The plan will also address how to manage and mitigate technical, market and other risks. -Oversee security operations, including monitoring, incident detection, and response procedures to safeguard critical network and system assets. -Set the appropriate context for subordinates (i.e. Corporate strategies and policies, accountabilities, tasks, budget and programs, compliance and performance targets, expectations for continuous improvement, etc.) -Manage a Critical Maintenance spare parts inventory and ensure spare parts are deployed at strategic locations to meet Service Level Agreement metrics and key Network Performance metrics. -Conduct personal effectiveness reviews of subordinate managers/specialists to build relationships and trust and improve effectiveness -Providing leadership to subordinates, so that they collaborate competently, and with full commitment, with their manager and with each other in pursuing the goals set: -Providing efficient technical support, project management, service provisioning and field support, to deliver services, implement network infrastructure, and assure service quality -Know and ensure own and subordinates’ compliance with all legal and regulatory requirements and all policies and procedures and generally accepted practices relating to the work of the division -Assess staff capability to do the required work now and in the future -Conduct an in-depth analysis of Telecom industry best practices for Service Delivery and Service Assurance processes, technical practices, and standards. Utilize this intelligence to implement practices that will assure a consistent service quality that meets SLA metrics. Monitor the processes to ensure that they are properly maintained and followed consistently. -Develop, implement, and continuously improve service fulfillment and preventative maintenance processes as they apply to Acronym. -Build Acronym’s image and position within the targeted market as an efficient and competent telecom services provider. -Implement reporting systems and analytical models to monitor and assess progress with respect to achievement of strategic plans and related processes. -Implement logistic supporting systems, including project equipment and spare parts inventory management, and vendor support to assure SLA commitments to customers are met. -Provide an efficient and competent field services team to implement projects, provision new customer services, and to restore disrupted services. -Develop and execute routine system administration and maintenance programs, log-file review, security breach detection for in-service networks and systems. Monitor programs are properly executed on time. Initiate corrective actions when anomalies are detected. -Identifying key improvement areas for support of Hydro One’s Power System Telecom Environment (PSTS) and Enterprise business -Prepare annual Capital and Operating expense budgets for the department. Recommend areas where efficiencies can be gained to control costs on an ongoing basis. -Ensure every reasonable precaution is taken for the protection of subordinates, the environment and the assets -Provide for security of human and physical resources, including information -Set an effective framework of policies and procedures for the work of the division -Mentor and counsel subordinates-once-removed -Maintain and enhance effective working relationships with appropriate level of employees’ collective bargaining organization representatives. -Develop specifications for technical support and service fulfillment processes and ensure that appropriate controls are in place to meet implementation objectives. -Communicate that direction to all staff within the Division -Provide a work environment that supports and values diversity, and is free from harassment -Manage and resolve outstanding issues with Hydro One as they pertain to contracted telecom support services. -Develop and implement Disaster Recovery Plan and Emergency Response Plan to mitigate operational and business risks. -Assessing progress towards achieving strategic objectives

People Also Searched For

About Hydro One

-Born in 1999 from the breakup of Ontario Hydro, it inherited a century‑old mission to power rural and urban communities. -It supports large industrial clients through high-voltage transmission while delivering electricity to homes and businesses. -Notable for becoming Canada’s first utility to publish a Sustainable Financing Framework, enabling green bonds. -Despite its essential role, some rural users note long lead times for service—revealing challenges in scale and demand.

Sector Specialisms