1. Bargaining Unit CT2 (Senior) Job Posting
Complete the Following Sections:
Section 1 – Position Information
Posting Date:
2013-05-17
Closing Date:
2013-05-30
Bargaining Unit:
CAW
District:
Mississauga
Job Title: Communication Technician 2 – Senior (Days)
Classification (Tech/Non-tech): Technical
Position Reports To: Manager, Customer Releases
Business Unit: Customer Operations
Department: Release Desk
Headquarters & Work Location: 5160 Orbitor Dr
Position Status: Permanent
No. of Positions required: 1
Previous Incumbent: None
Reason for Vacancy: New
Minimum Stay in Position:
Successful applicants from within the Mississauga Release Desk workgroup will be required to remain in the position
for eighteen months. Exceptions to this are at management’s discretion.
Section 2 – ACCOUNTABILITY:
The Communication Technician 2 (CT2) Senior is accountable to lead, guide and direct the work activities on the
defined shift ensuring the highest level of customer satisfaction, the lowest possible cycle time, and the most cost
effective performance of tasks.
Section 3 – KEY MEASUREMENTS:
- Customer satisfaction , Client Services satisfaction, vendor management, productivity and quality
- Leadership and value-add contributions measured through feedback from peers, management, and other internal
and external groups
- Assist and support provided to CT2s
Section 4 – KEY COMPETENCIES & SKILLS:
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2. Service Experience - Overview
The successful candidate will serve as a resource to peers and colleagues for operational
processes. Will serve as the lead negotiator for all Allstream and vendor driven activities as to ensure the successful
scheduling of Network maintenance activities with meet the needs of Allstream but also serve to meet the needs of
Allstream customers without compromising customer agreements. The candidate serve has a backup to chair both
Client Services and Operational CAB meetings. The candidate will serve as to assign / dispatch work effectively within
the team.
The candidate will be expected to keep current of all changes related to Network Change Management practices and
standards but also assist in leading the team in acceptance of these changes through leadership and coaching. The
candidate will act as the subject matter expert on how to Network maintenance activities are planned.
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3. Section 5 – QUALIFICATIONS:
General Qualifications
Individuals who are qualified for the Senior CT2 position will be required to successfully
demonstrate strong leadership attributes in order to methodically resolve any Network maintenance conflicts which
could jeopardize the overall Network activity or unnecessary risk to the customer’s services and/or customer
agreements. Strong understanding of Network Change Management practices across the organization and how those
Change Management practices impact Network Change Management.
Other key skills required for the Senior role:
- Strong understanding of Network Change Management processes and best practices (applies to both Allstream
and supplier driven activities).
- Strong written and verbal communication skills
- Good understanding of ITIL standards
- Demonstrated prioritization skills
- Strong negotiation abilities.
- Clear understanding and support of departmental operational issues and goals
- Demonstrated service excellence through prioritization of customer needs
- Demonstrated ability to maintain a high quality performance with constantly changing demands
- Ability to work cooperatively and closely with all levels of management, engineers, programmers, or platform
managers
- Solid understanding of Departmental processes and business practices
- Ability to head a team in order to provide the best possible customer service
- Strong leadership for the team and ability to communicate well with the CT2s, as well as with the other teams (SA
Data, Voice and Internet, NOC, CTAC, Design, Field Ops, Network Engineering, Customer Engineering, Client
services)
The Senior may be required to work after hours or provide additional assistance. Overtime and call-out language from
the collective bargaining agreement will be applied as appropriate.
Practical Qualifications
- Excellent customer focus
- Excellent English written and verbal skills
- Effectively work in a team environment and as an individual contributor
- Hands-on experience using Release Desk adhoc and IT supported tools.
Effective working knowledge of:
- Allstream products and services, includes Data Managed/Non-Managed, Voice, Transport, OSS, Infrastructure.
- Allstream organization framework and priorities
- Allstream processes and requirements, especially those of Network Change Management
Technical Qualifications
- CT2 certification (or equivalent).
Job Description
- Assign tasks to technicians according to their knowledge, their availability, and priorities.
- Keep track of the queued tickets and calls. Manage priorities.
- Follow up on tickets to ensure restoral efforts are handled smoothly. If necessary, escalate with the
internal/external suppliers, and with the department’s supervisor.
- Ensure all the technicians on duty and ready to receive calls.
- Advise the team of all major events (and to external groups where necessary).
- Provide technical support to technicians and assist them with procedures and processes
- Assist management with ticket management (including quality, audit, and required training for technicians, where
necessary).
- Handle level 1 escalations (and higher level escalations if necessary). Look into the issues to ensure timely
resolution.
- Answer calls and work on tickets as any other technician, where necessary.
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