Network Operations Engineer
- Toronto, ON
- Permanent
- Full-time
- Date Posted Jul 21, 2025
- Location Toronto, ON
- Job Type Contract
- Job ID 18322
- Manage day-to-day deliverables during the shift, under the overall direction of the NOC Manager (local at Toronto or at Singapore, depending upon shift timings). The primary accountability of this position is to ensure that all work deliverables during the shift are efficiently managed with strong delivery and prompt escalations to the manager positions as needed. Engage other teams or escalate to L2/L3 teams as necessary. Smooth takeover of work, as well as well-documented and smooth handover is part of the accountability.
- Provide strong technical leadership while ensuring that NOC processes and procedures are followed properly by the team that they are leading. This includes ensuring proper use of automation, following proper remediation procedures, high-quality ticket and vendor issue updates, handover documentation, etc.
- Collaborate strongly with the floor manager to manage the queue, work intake, as well as delivery. This includes helping solve team issues and escalating issues as needed.
- Engage in P2's or incident calls and provide support
- Engage with wider operational teams like EES/OCG and other support areas on an ongoing basis
- Ensure work being taken over is followed up promptly while providing proper handover to the next shift as well as to the Team Manager (including process issues or improvements, automation opportunities, etc).
- Support the incident, change and problem management processes.
- Manage incident queue and effectively prioritize and triage incidents based on critical devices and shared services.
- Jointly prepare and manage team productivity and metrics along with the Manager positions.
- Help develop team members, provide effective feedback and recognition when needed.
- Provide meaningful input to Manager relating to performance of team members.
- Help assess training needs, process gaps and improvement suggestions, automation opportunities, and effectively communicate upwards to the Manager and Sr. Manager as required.
- Assess impact and potential impact/risk and report to the manager very promptly when significant issues occur.
- Provide update notifications in business language that can be shared upwards with senior management and leadership.
- Manage escalations with internal clients' teams and 3rd party vendors.
- Manage chronic, repeat and aging incidents with proper internal/external escalations.
- Support shift turnover process effectively.
- Create MoPs and how-to docs for better support and training of new and junior team members. Also, peer review such documentation created by other team members and provide suggestions for improvement.
- Ensure existing Automation tools are utilized by the team to the max.
- Explore new automation opportunities for any repeated tasks to reduce human touch.
- Explore opportunities to enhance existing Automation tools.
- Report on any challenges with internal processes, gaps, or any challenges with vendors and telcos.
- Report on any new influx of repeated alerts/incidents to identify opportunities related to alert modification, etc., to reduce noise.
- Identify and report on gaps for process optimization.
- Provide input to manager on staff performance.
- Proficient with Microsoft Office Suite of products (Word/Excel/PowerPoint/Outlook).
- Other duties as required.
- CCNP – Cisco Certified Network Professional
- 8 years of experience with Network Operations
- 8 years of hands-on experience with Network Management applications/tools
- 8 years of expertise in Network troubleshooting - network connectivity issues experience
- 8 years of hands-on experience with Cisco Switches and Routers
- CCIE certification
- By submitting this application, you consent to the collection, use, and disclosure of your personal information in connection with your current application or any future opportunities that match your skill sets.
- By submitting this application, you agree to our Terms of Service.
- Date Posted Jul 21, 2025
- Employment Type Contract
- Location Toronto, Ontario
- Date Posted Jul 21, 2025
- Employment Type Contract
- Location Toronto, Ontario
- Date Posted Jul 21, 2025
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