Network Recovery Senior Associate

<h3>Accountabilities</h3><li>
<strong>Network Recovery and Incident Resolution:</strong>Respond to critical customer cases, investigate service-impacting incidents, and restore network functionality using optical networking, routing, and switching technologies.</li><li>
<strong>Technical Troubleshooting:</strong>Analyze complex network outages, identify underlying issues, and implement effective recovery solutions while meeting demanding service restoration objectives.</li><li>
<strong>Customer and Team Collaboration:</strong>Work directly with customers and internal technical teams to coordinate recovery activities, provide technical guidance, and resolve challenging incidents efficiently.</li><li>
<strong>Root Cause Analysis and Documentation:</strong>Maintain detailed records of troubleshooting activities, corrective actions, and resolutions. Prepare initial and interim root cause analysis reports for internal stakeholders and external customers.</li><li>
<strong>Continuous Improvement:</strong>Contribute to lessons-learned initiatives, technical best practices, and product improvement programs to strengthen network recovery processes and prevent recurring incidents.</li><li>
<strong>Technical Knowledge Sharing:</strong>Support colleagues by sharing expertise, providing guidance on complex technical issues, and contributing to stronger customer engagement and troubleshooting practices.</li><li>
<strong>On-Call Support:</strong>Participate in a rotational weekend on-call schedule approximately once every four to six weeks to support critical network recovery needs.</li><h2>Requirements</h2><li>
<strong>Professional Experience:</strong>At least four years of experience in a technical support role involving relevant networking products or equivalent experience maintaining these technologies in operational networks.</li><li>
<strong>Networking Expertise:</strong>Practical knowledge of optical networking, routing, switching, and network recovery techniques, with the ability to diagnose and resolve complex service interruptions.</li><li>
<strong>Incident Management:</strong>Demonstrated ability to troubleshoot network outages in high-pressure environments while meeting strict service restoration targets.</li><li>
<strong>Root Cause Analysis:</strong>Experience preparing detailed technical documentation and root cause analysis reports that clearly communicate findings, actions, and resolutions.</li><li>
<strong>Communication Skills:</strong>Strong written and verbal communication skills, with the ability to explain technical issues effectively to customers, colleagues, and other stakeholders.</li><li>
<strong>Independent Problem-Solving:</strong>Ability to take ownership of incident recovery while collaborating effectively with technical teams on complex cases.</li><li>
<strong>Organization and Prioritization:</strong>Excellent attention to detail, sound judgment, and the ability to prioritize competing demands during critical incidents.</li><li>
<strong>Preferred Qualifications:</strong>Experience participating in executive-level technical discussions, holding relevant networking certifications, or recovering networks involving multiple nodes and contributing causes is an asset.</li><li>
<strong>Additional Assets:</strong>Experience mentoring colleagues, supporting customer engagement, and contributing to continuous product improvement initiatives is desirable.</li><h2>Benefits</h2><li>
<strong>Competitive Compensation:</strong>Salary based on experience, technical expertise, geographic location, and market conditions.</li><li>
<strong>Performance Incentives:</strong>Eligibility for discretionary incentive bonuses for non-sales employees, subject to applicable program terms.</li><li>
<strong>Health Coverage:</strong>Comprehensive medical, dental, and vision benefits.</li><li>
<strong>Retirement Savings:</strong>Participation in a Canadian Defined Contribution Pension Plan (DCPP), including company matching.</li><li>
<strong>Employee Share Purchase Program:</strong>Access to an Employee Stock Purchase Program (ESPP), subject to eligibility.</li><li>
<strong>Wellbeing Support:</strong>Employee Assistance Program (EAP) to support personal and professional wellbeing.</li><li>
<strong>Paid Time Off:</strong>Company-paid holidays, paid sick leave, vacation time, and applicable family and other leaves of absence.</li><li>
<strong>Remote Work:</strong>Opportunity to work remotely from Canada.</li><li>
<strong>Professional Development:</strong>Opportunities to deepen technical expertise, collaborate with experienced professionals, and contribute to ongoing learning and improvement.</li><li>
<strong>Inclusive Environment:</strong>A workplace that values diversity, respects individual perspectives, and promotes collaboration, recognition, and professional growth.</li>