Network Recovery Senior Associate

Accountabilities

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