Senior Network and Telecom Specialist

Position Type: Contract (12 months) to hire

Work Schedule: Mon-Fri, 8am-5pm (Hybrid schedule of 2-3 days in the office and other days remote)

Job Responsibilities/Accountabilities:

Delivery Management

• Execute on the complete N&T service life-cycle from receipt of demand, quote, negotiation, change implementation, financial

information for customer invoicing, and hand-over to the Network Operations teams.

• Utilize the GIO’s service catalog and Network & Telecoms agreements to provide the necessary services to customers.
• Transform business and functional needs into detailed technical solutions and quotes, including knowledge of main routing, switching and wifi products.
• Take direction on demand management and deliveries based upon the prioritization of the N&T Service
• Delivery Manager. Where necessary, escalate urgent matters (e.g., customer incidents) to the N&T Service Delivery Manager and liaise with the customer to ensure continuity of the relationship.

o Projects are to be delivered within estimated costs and contingent delays, and in coordination
with GIO guidelines (e.g., BIS Partnership, Performance & Continuous improvement,etc.).
o Demands/Requests are to be delivered in accordance with SLAs (to be defined by the N&T Service
o Delivery Manager and customer, as needed).

• Track demands, projects, and requests that have been assigned with the ITSM tool, executed per the Cost Informed to Customer

and billed per the existing process.

• Liaise with the N&T Service Delivery Manager to report on activity, progress, costs, issues, and

resolutions required. Track and report financial performance (relative to budget).

• Be proactive in escalating any Customer issue related to the scope, proposing solutions to address and mitigate.
• Provide reporting to customers to ensure that all key actors have all necessary and up-to-date information on the delivery of

services.

• Ensure the service delivery activity based upon the N&T Service Delivery Manager’s prioritization and demand management; accurately manage KPI tracking and measurement, and act as a key representative for customer satisfaction.
• Operate with a focus on customer service and innovation, implementing best practices to improve

financial and operational performance of the business.

• Execute according to the service delivery plan to support Network & Telecom objectives in the Americas Hub and handle day-to-day operations according to organizational routines (with employees and vendors) to support the overall service delivery activity:

o Qualify the customer’s requests, needs and contexts.
o Identity needs for ITSM evolution and escalate critical needs to the N&T Service Delivery Manager.

• Ensure the service delivery plan and services are delivered in compliance with GIO Network & Telecom
• processes and commitments. Ensure process consistency has been maintained across the Americas Hub.
• Adjust service management processes and implement governance to deliver superior operational network

& telecom performance.

• Determine the frequency and content of metric reporting required
• Contribute to best practices and tools for service delivery management and operations

General Requirements

• 5+ years of IT experience.
• 3+ years of Network Engineering experience
• Network device implementation experience ( not just operations experience)
• Fluency in English and French

Job Type: Full-time

Pay: $35.00-$45.00 per hour

Benefits:

• Dental care
• Extended health care
• Vision care

Schedule:

• 8 hour shift
• Day shift

Ability to commute/relocate:

• Montréal, QC H3B 5E6: reliably commute or plan to relocate before starting work (required)

Education:

• Bachelor’s Degree (required)

Experience:

• Network engineering: 2 years (required)
• Network device implementation: 2 years (required)

Language:

• French (required)