NOC Specialist (72663)

Location: Brampton, Ontario
Date Posted: 14-11-2017
Job Description:
Key Responsibilities/Job Functions:
• Take ownership as the single point of contact for proactive and escalated service/network impacts; and resolve them as per guidelines set by departmental and established corporate objectives • Work closely with internal support teams to restore or resolve service/network impacts within defined MTTR’s and SLA’s • Provide ongoing communication and notification with internal stakeholders during time of outage or service impact • Pro-actively act on events reported by various network monitoring tools • Document all interactions and troubleshooting steps taken to resolve issue in ticketing system • Adhere to standard processes and policies for Incident/Change/Problem Management • Know and execute disaster recover/pre-plan implementation as necessary • Write incident reports, SLT incident reviews as required • Document and update where necessary and assigned; processes, known issues, support documents, wiki, etc • Contribute to continuous improvement initiatives stemming from root cause analysis, incident reviews, forums, etc • Ensure successful completion of assigned projects
•Use the network management tools, to ensure network availability is maximized.
•Ensure performance indicators are strictly adhered to.
•Act as interface to Network Operations Groups, Engineering, Implementation, Third Party Carriers and Customer Facing Groups.
•Post Secondary education required - preference to Technical Diploma/Degree and/or equivalent work experience.
•Ability to contribute positively in a team environment and take on a leadership role when required.
•Ability to understand and adhere to the process and procedures defined by Network Operations and clients.
•Ability to work in a fast-paced, dynamic environment with changing priorities.
•Experience in effectively coordinating and executing multiple tasks simultaneously.
•Demonstrated customer service orientation.
•Excellent verbal and written communication skills.
•Self-motivated with the ability to take initiative in identifying and resolving problems independently.
•Ability to identify and isolate problems and escalate as required.
•Attention to work quality and efficiency.
•Bilingualism (English/French) would be an asset.
•Strong analytical and troubleshooting skills essential.
•CCNA certification an asset.     
Mandatory Skills:            
Nice-to-Have Skills:         
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