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Director, Telecom Operations (Vice President Operations)

Hydro One

Ontario’s largest electricity transmission and distribution utility, powering 1.5 million customers.

Lead telecom operations strategy, service delivery, and assurance for Hydro One.

3d ago

Expert & Leadership (13+ years)

Full Time

Toronto, Ontario, Canada

Hybrid

Company Size

9,381 Employees

Service Specialisms

Builder & contractor services

Tree trimming

Temporary disconnect

Underground cable locate

Electrical inspection

New service layout

Service upgrade

Stray voltage assessment

Sector Specialisms

Transmission

Distribution

Industrial

Energy

Commercial

Residential

Telecommunications

Renewable Energy

Role

What you would be doing

Provide for security of human and physical resources, including information
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.
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.
Mentor and counsel subordinates-once-removed
Assessing progress towards achieving strategic objectives
Developing operations strategies, best-practice processes and standards
Research, recommend, and implement best practices in monitoring, tracking, diagnosing, and resolving network problems
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.
Develop and implement Disaster Recovery Plan and Emergency Response Plan to mitigate operational and business risks.
Establish and maintain reporting processes for security posture, compliance status, and incident trends
Translate Corporate goals and objectives into a direction which guides the operation of the division
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
Communicate that direction to all staff within the Division
Know and ensure subordinate’s compliance with all legal requirements, Corporate, and local policies and procedures and generally accepted practices, relating to their work
Develop and implement security governance frameworks, policies, and compliance controls to ensure alignment with regulatory requirements and industry best practices.
Identifying and putting in place required competencies, infrastructure, and logistic support
Develop, implement, and continuously improve service fulfillment and preventative maintenance processes as they apply to Acronym.
Developing Service Management processes that meet the needs of Acronym’s Commercial Customers
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
Support other Acronym Telecom departments to develop infrastructure to carry new telecom services with supportable service quality by providing operational expertise and knowledge.
Manage and resolve outstanding issues with Hydro One as they pertain to contracted telecom support services.
Set an effective framework of policies and procedures for the work of the division
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.
Implement reporting systems and analytical models to monitor and assess progress with respect to achievement of strategic plans and related processes.
Oversee security operations, including monitoring, incident detection, and response procedures to safeguard critical network and system assets.
Provide an efficient and competent field services team to implement projects, provision new customer services, and to restore disrupted services.
Provide a work environment that supports and values diversity, and is free from harassment
Negotiate and execute contracts for maintenance of Acronym’s equipment shelters, Points of Presence, and equipment rooms.
Developing and implementing network and Customer service surveillance strategies and processes
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.
Establish a two-way working relationship with subordinates to solicit their views of conditions and potential changes affecting their work and continuous improvement opportunities
Conduct personal effectiveness reviews of subordinate managers/specialists to build relationships and trust and improve effectiveness
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.
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.
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.
Identifying key improvement areas for support of Hydro One’s Power System Telecom Environment (PSTS) and Enterprise business
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.
Define specific tasks for subordinates, which are required to achieve desired results, and/or to accommodate changes required within the Company’s operations
Deployment of best-practice service delivery and service assurance processes
Ensure every reasonable precaution is taken for the protection of subordinates, the environment and the 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.)
Build Acronym’s image and position within the targeted market as an efficient and competent telecom services provider.
Providing efficient technical support, project management, service provisioning and field support, to deliver services, implement network infrastructure, and assure service quality
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.
Implement logistic supporting systems, including project equipment and spare parts inventory management, and vendor support to assure SLA commitments to customers are met.
Prepare annual Capital and Operating expense budgets for the department. Recommend areas where efficiencies can be gained to control costs on an ongoing basis.
Developing and implementing Disaster Recovery and Emergency Response Plans
Build a team and support processes to assist ITMC to resolve network incidents timely to meet committed service level metrics
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.
Assess staff capability to do the required work now and in the future
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:
Provide a work environment and facilities where health and safety incidents are minimized and employees are not dissatisfied
Develop, negotiate, and establish vendor support contracts. Monitor vendors’ service quality and initiate corrective actions to ensure service levels are maintained.
Develop and implement a provisioning equipment inventory system to assure committed provisioning due dates can be met.
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.
Conduct regular audits, risk assessments, and vulnerability reviews to identify gaps and enforce remediation measures.
Recommend appropriate performance measures and targets related to the achievement of customer service satisfaction.

What you bringBenefits