Job Function
Support the Vice President Operations in developing network operation strategies, determining the competencies and infrastructure required and implementing these plans to enable Hydro One Telecom to compete successfully as a telecommunications carrier in an external market.
Support the Vice President Operations in developing and implementing Hydro One Telecom Operations’ strategies and accomplishing its goals by providing effective development of operation standards and plans; implementing best-practice Service Delivery and Service Assurance processes with an objective to meet competitive Service Level Agreement (SLA) metrics; the needs of business growth; changes in customers’ requirements; and technologies. This includes :
- Developing operations strategies, best-practice processes and standards;
- Identifying and putting in place required competencies, infrastructure, and logistic support;
- Deployment of best-practice service delivery and service assurance processes;
- Providing efficient technical support, project management, service provisioning and field support, to deliver services, implement network infrastructure, and assure service quality;
- Developing and implementing Disaster Recovery and Emergency Response Plans;
- Assessing progress towards achieving strategic objectives.
Specific Accountabilities
Through collateral relationships with respect to the Vice President Operations and within the context provided by the Vice President Operations (i.e. strategies and policies, accountabilities, tasks, budget and programs, compliance, performance targets, expectations for continuous improvement, etc.), provide the following :
Direct Output Support to the Vice President OperationsDevelop and recommend a 5-7 year strategic direction / plan for cost efficient and competitive service delivery and service assurance to Hydro One Telecom’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.Develop and recommend revisions, changes, and adaptation to strategies, plans, and program directions to resolve issues that arise in moving toward realization of the Hydro One Telecom’s goals.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 Hydro One Telecom’s SLA metrics. Monitor the processes to ensure that they are properly maintained and followed consistently.Identify, evaluate, and recommend alternatives to service delivery and service assurance practices, including purchased services, deploying automated monitoring and testing technologies, re-organizing infrastructures, and support systems.Prepare annual Capital and Operating expense budgets for the department. Recommend areas where efficiencies can be gained to control costs on an ongoing basis.Develop and maintain technical expertise in the fast evolving technology in Telecommunication systems and implement new technology where economically justified.Develop, implement, and continuously improve service fulfillment and preventative maintenance processes as they apply to Hydro One Telecom.Implement logistic supporting systems, including project equipment and spare parts inventory management, and vendor support to assure SLA commitments to customers are met.Develop and implement Disaster Recovery Plan and Emergency Response Plan to mitigate operational and business risks.Develop specifications for technical support and service fulfillment processes and ensure that appropriate controls are in place to meet implementation objectives.Support other Hydro One Telecom departments to develop infrastructure to carry new telecom services with supportable service quality by providing operational expertise and knowledge.Implement reporting systems and analytical models to monitor and assess progress with respect to achievement of strategic plans and related processes.Recommend appropriate performance measures and targets related to the achievement of customer service satisfaction.Support the Vice President Operations 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.Support the Vice President Operations 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.Build Hydro One Telecom’s image and position within the targeted market as an efficient and competent telecom services provider.Establish and manage strategic relationships with business partners, services providers, and vendors.Manage and resolve outstanding issues with HONI as they pertain to contracted telecom support services.Direct Output / Delegated Direct Output
Develop, negotiate, and establish vendor support contracts. Monitor vendors’ service quality and initiate corrective actions to ensure service levels are maintained.Build a team and support processes to assist ITMC to resolve network incidents timely to meet committed service level metrics.Develop and execute rules, standards and algorithm in network element configuration, network resources assignment, routine and security to maximize efficient use of network resources, service availability, network stability and maintainability.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.Research, recommend, and implement best practices in monitoring, tracking, diagnosing, and resolving network problems.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.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 Hydro One Telecom departments or by managing external services providers.Develop and implement a provisioning equipment inventory system to assure committed provisioning due dates can be met.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.Provide an efficient and competent field services team to implement projects, provision new customer services and to restore disrupted services.Negotiate and execute contracts for maintenance of Hydro One Telecom’s equipment shelters, Points of Presence and equipment rooms.Maintain and enhance effective working relationships with appropriate level of employees’ collective bargaining organization representatives.Managerial Accountabilities
Direct output Manage the division and achieve the approved programs and results through :
Accountability for the outputs of others :
Set the appropriate context for subordinates (i.e. Corporate, and Hydro One Telecom strategies and policies, accountabilities, tasks, budget and programs, compliance and performance targets, expectations for continuous improvement, etc.)Set an effective framework of policies and procedures for the work of the divisionKnow 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 divisionEstablish a two-way working relationship with subordinates to solicit their views of conditions and potential changes affecting their work and continuous improvement opportunitiesMaintaining a team of subordinates who are capable of producing the outputs required :
Ensure subordinates are able and willing to produce the desired output and that subordinate managers continually improve the processes for achieving the outputsAssess staff capability to do the required work now and in the futureConduct personal effectiveness reviews of subordinate managers / specialists to build relationships and trust and improve effectivenessMentor and counsel subordinates-once-removedProviding leadership to subordinates, so that they collaborate competently, and with full commitment, with their manager and with each other in pursuing the goals set :
Translate Corporate and Hydro One Telecom goals and objectives into a direction which guides the operation of the divisionCommunicate that direction to all staff within the DivisionDefine specific tasks for subordinates, which are required to achieve desired results, and / or to accommodate changes required within the Company’s operationsCommunicate expectations regarding the collateral relationship among subordinate managers and specialistsProviding a safe and healthy work environment :
Provide subordinates with appropriate knowledge, skills, information, work procedures and equipment to facilitate responsible behaviour which will protect their safety and contribute to their healthProvide a work environment and facilities where health and safety incidents are minimized and employees are not dissatisfiedProvide a work environment that supports and values diversity, and is free from harassmentKnow and ensure subordinate’s compliance with all legal requirements, Corporate, Hydro One Telecom and local policies and procedures and generally accepted practices, relating to their workDemonstrating stewardship of the assets and resources :
Ensure every reasonable precaution is taken for the protection of subordinates, the environment and the assetsProvide for security of human and physical resources, including information