Service Assurance Analyst

Position Overview:*

As a part of the Xplore Service Assurance team, you will provide a customer-centric focus and accountability for service delivery. The primary objective is to identify areas of opportunity and required coordination of cross functional efforts as to ensure “We” as a service provider are keeping to our mission” The relentless pursuit of an improved broadband experience for better everyday living of rural Canadians”.

The Service Assurance Analyst position will bring knowledge and expertise in the area of large-scale Wireless and Fibre to the premise ISP deployments, with a focus on Service Assurance. As part of a multidisciplinary team of creative and passionate individuals, this role will contribute to supporting world-class carrier grade Fibre, Fixed Wireless & Satellite networks. This position requires an individual with experience in Fibre, Wireless & IP networking background as well as an action-oriented work ethic with a customer centric focus. The Service Assurance Analyst will possess proven troubleshooting capabilities, allowing for efficient isolation of reported issues and corrective measures as well as proactive network monitoring. The Service Assurance Analyst will act as an overall “Customer experience owner” working within an extended cross-departmental team of SMEs to monitor, troubleshoot, isolate, optimize and resolve network & customer performance issues. In addition to the day-to-day support, this position will be responsible for weekly reporting and participation inter-departmental reviews, focusing on network status, areas of concern and target resolution dates. This position is also responsible for handling escalations through “Service Problem Management” and “Service Quality Management” processes. The Service Assurance Analyst will engage in active troubleshooting, leveraging and coordinating SME resources to drive resolution. Investigating product spec gaps, trends, and carefully tracking the deployment of new products will equally be part of your day-to-day responsibilities.

Key responsibilities include:

• Review dashboards and KPI reporting tools to identify service impacting trends as well as proactively investigate and provide thorough analysis to help isolate the source of any identified issues.
• Work collaboratively to identify and escalate network issues to appropriate SME’s. Track each identified issue via ticket, with regular follow up to ensure complete continuity and handoff. All service impacting issues require a target resolution date which is expected to be tracked along with the applicable gaps.
• Provide escalation support to Customer Care and other teams as requested.
• Participate in initiative based assessments with specific focus on performance and process improvements
• Produce weekly reports detailing top profile service assurance issues, gaps and timeframe to resolution.
• An understanding of Network Management OSS Tools to evaluate Performance Management, Configuration Management and Optimization.
• Strong troubleshooting skills within a Fibre & Wireless RF/Baseband and ISP networking environment.
• Fixed Wireless CPE and connectivity experience, knowledge of RF, LTE, 5G or PTMP/PTP technology
• End to end understanding of IP networking, routing, switching, DNS, DHCP, etc. with supporting capability to troubleshoot and isolate issues with RTT, MTU, packet loss. CCNA or equivalent networking certification preferred.
• Background in the following technologies will be an asset: SNMP, HTTP, VLANs, Internet security software, VoIP, databases, email and web servers.
• Basic Linux capabilities
• Strong Excel and reporting capabilities

The ideal candidate will possess:

• A relevant Diploma/Degree or a combination of practical work experience and education.
• 5 years of networking experience in a computing environment.
• Experience in the operation of LAN and WAN environment.
• Experience in a fixed wireless or service provider environment
• Understanding of Fibre networks and support would be an asset.
• Previous experience with point to multipoint wireless networks and/or VSAT networks with an ISP would be an asset.

Condition of employment:

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Company Overview:

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.