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.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

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