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Senior Manager, HSI & Managed Services

Location:
Burlington (Ont), Ontario, Canada

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Job Description:

Responsible for effective and efficient development, delivery, and operation of Internet and Managed services to our consumer and business customers. 
 

Job Responsibilities:

  1. Deliver High Speed Internet and Managed Business Services for our entire footprint
  2. Lead a team to develop, manage, configure, customize, operate, and maintain platforms and services
  3. Liaise with other senior leadership, architects, product management to understand business priorities and influence strategic direction
  4. Design and deliver solutions that scale & last the test of time and that don’t don’t need us to work, be woken up, at night
  5. Work closely with other Sr. Managers, Architects, everyone!
  6. Manage Product Development scope, timeline and costs 
  7. Focus on smooth flow of work, delivering iteratively, incrementally, and frequently while removing technical debt
  8. Use proven practices and experiment, taking calculated risks 
  9. Proactively manage vendors to deliver parts / all of a solution 
  10. Know about issues before internal and external customers
  11. Methodically and calmly lead production incident resolution and perform follow-through Root Cause Analysis
  12. Ensure customers are notified of network issues affecting their service and kept up-to-date until issue closure
  13. Leverage Gemba Walks to fully understand how teams work
  14. Technical understanding of the platforms, software, systems, and services being delivered 
  15. Proactively identify and manage risks and issues affecting any of these responsibilities
  16. Take all necessary measures to ensure their health and safety at work and that of employees under their responsibility, while seeing to the protection of the general public.  Make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures
  17. To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

Job requirements:

ACADEMIC TRAINING

  • University degree in Engineering (specialized in Networking) or Computer Science preferred

WORK EXPERIENCE

  • 10+ years planning experience building and delivering IP-based solutions
  • 5+ years in Product Development from a delivery perspective with Engineering and Operations experience
  • 8+ years in a leadership capacity in a Service Provider
  • Product development experience in a DevOps model

SPECIFIC COMPETENCIES

  • Strong understand of Internet, wired and Wi-Fi networking standards and protocols
  • Excellent written and verbal communication skills. French would be an asset
  • Passionate about customer experience
  • Demonstrated use of Lean methods, Continuous Improvement, and Learning throughout career
  • Genuinely positive attitude and a keen interest to continually learn, experiment, and improve self and others
  • Experience with Provisioning Systems, Software Development, JIRA, ServiceNow, Confluence, Remedy
  • Experience delivering services on Google Cloud Platform (GCP) a strong benefit
  • Experience effectively managing change, introducing change, and helping others navigate through change
  • Self-motivated with the ability to take initiative in identifying and resolving problems independently
  • Required to travel up to 20%

PHYSICAL DEMANDS AND VISUAL ACUITY

  • n/a

NOC CODE: 0711


At Cogeco, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.