About ORION:
ORION is a not-for-profit organization dedicated to empowering Ontario researchers, educators and innovators. We foster a community of more than two million users at more than a hundred universities, colleges, hospitals and research institutions, as well as the majority of Ontario’s school boards. We enable ground-breaking discoveries and cutting-edge education by connecting institutions and regions through our network, facilitating collaboration and providing our community with the digital tools and expert support they need to make the world a better place.
As an ORION Network Specialist (Transport), you will have responsibility for monitoring and responding to service-affecting issues across our network (alarms, email, phone) as well as incident management coordination with Network and Security operations team members. This crucial role acts as the main focal point for Transport Operations communications, Incident and Change Management at ORION, as well as provides operational metrics to our community and senior management. Requiring great communication skills, sound judgement, and an ability to prioritize, this role is an excellent opportunity to advance your networking and service management skills while making a real difference to the critical infrastructure services ORION provides to Ontario’s research and education community.
Key Activities:
- Primary point of contact for Constituent technical issues and questions; via email and phone calls
- Incident management; acting as Tier 2 Resolver for transport issues, including internal/external communications
- Alarm monitoring, triage and escalation (various NMS tools)
- Fibre span design, including link loss and power budget estimation, vendor test results acceptance, ODTR testing
- Change management tracking, including notifications and maintenance of a Global Change Calendar
- Participate in the engineering on-call rotation
- Ticket management, adherence and reporting
- Field installation and repair work (10% travel)
Reporting Relationship:
- This position reports to the Manager, Network Operations and will work closely with Network Engineering and Security Operations technical team members.
Key Performance Metrics:
- Customer satisfaction related to overall support experience
- Various ITSM metrics including network availability, incident MTTR, FCR, repeats, Change success rate
- Ticket adherence and reporting
- Knowledge articles created and/or processes improved
- Collaborate effectively with internal groups including Network Planning, Transport and IP Engineering, Service Delivery, and Service Assurance
Knowledge and Skills:
- Knowledge and experience of various test equipment: OTDR, OSA, ORL, PMD, CD, Optical Power Loss, Ethernet
- Experience with ROADM, C-F, CDC-F will be an asset
- Support implementations related to the optical networks (Fiber optics, DWDM, CWDM)
- Excellent verbal/written communication skills and a strong customer focus
- Sound judgement and ability to make decisions and prioritize work, often with incomplete information
- Attention to detail
- Previous Transport network monitoring and support, including general networking knowledge (Cisco, Juniper, Nokia, Ciena, Ribbon management platforms and troubleshooting) and ticket management
- Understanding of vendor and Facilities management (from an Operations perspective)
- Strong teamwork and sense of ownership for the customer experience and service delivery excellence
Qualifications:
- Valid G drivers’ licence
- Post-secondary degree, preferably in a STEM field; or equivalent work experience
- Minimum 2 years hands-on work experience in DWDM Transport environment
- Role may require working off-hours / weekends to support operational tasks as needed
Applications:
Please apply to jobs@orion.on.ca with the subject line: ORION Network Specialist (Transport)
*Accommodations are available on request for candidates taking part in all aspects of the selection process.