Network Operations Center Manager

50695 - Rexdale - Regular .

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

Job Function:

• Support the Operations Manager in implementing the department’s goals by providing support in the development of Integrated Telecommunication Management Center (ITMC) operation strategies, determining the competencies and infrastructure required, and implementing these plans to enable Acronym Solutions to compete successfully as a telecommunications carrier.
• Assist in the achievement of Acronym Solutions Operations’ department goals by providing effective development of operating standards and plans and implementing best practice Service Delivery and Service Assurance processes.
• Work with Acronym Solutions Operations management team with an objective to meet or exceed competitive Service Level Agreement (SLA) metrics, considering the needs of business growth, changes in Customer requirements and technologies.

Specific Accountabilities:

• Manage and supervise staff assigned to perform detailed ITMC work outlined in the preceding duties.
• Be responsible for their work by facilitating the planning and organization of the team’s work, giving advice, guidance, and direction as necessary. Coordinate and supervise multi-disciplinary teams as necessary, and in conjunction with other teams in the Division, develop, implement, and maintain work methods for staff.
• Provide day-to-day interpretation and application of the negotiated agreements with bargaining agents as they affect the rights, obligations, and working conditions of employees. Make effective recommendations on human resource issues and effectively resolve work performance problems.
• Provide clear expectations and performance measures, meaningful feedback, and recognize and reward achievements.
• Manage the timely resolution of all Customer service requests with information management and telecommunications services recorded in the database.
• Negotiate service with Customers, set priorities, and coordinate resources with other information management infrastructure support groups to resolve the matter within established service levels.
• Lead and coordinate the work of complex teams of staff involved in the restoration of serious service disruptions reported or detected.
• Lead a team of Operations ITMC staff developing and maintaining operating processes to ensure the effective management of Customer service requests and efficient handling of operations.
• Act upon and resolve Customer and delivery agent complaints and suggestions.
• Manage the cost, revenue, profitability, and performance of services provided by others, including reference to external benchmarking.
• Negotiate service level agreements, monitor the service delivery, and initiate action to ensure service levels are maintained.
• Maintain information on existing service offerings, projects, and initiatives associated with assigned telecommunications services.
• Act as a senior member working with the Manager, Operations and other team members to create and sustain a cooperative and supportive working environment. Make recommendations on Human Resource issues and resolve work performance problems.
• Perform other duties as required

Managerial Accountabilities:

• Manage the unit and achieve the approved programs and targeted results through:
• Ensuring subordinates are able and willing to produce the desired output, and that subordinate managers continually improve the processes for achieving the outputs.
• Assessing staff capability to do the required work, now and in the future.
• Conducting personal effectiveness reviews of subordinate managers/specialists to build relationships and trust, and to improve effectiveness.
• Mentoring and counseling subordinates-once-removed.

Accountability for the output of others:

• Set the appropriate context for subordinates (i.e. corporate strategies and policies, accountabilities, tasks, budget. and Programs, compliance and performance targets, expectations for continuous improvement, etc.)
• Set an effective framework of policies and procedures for the work of the unit
• Know and ensure own and subordinates’ compliance with all legal and regulatory requirements, and all corporate policies and procedures, and generally accepted practices relating to the work of the unit.
• Establish a two-way working relationship with subordinates to solicit their views on conditions and potential changes affecting their work, and continuous improvement opportunities.

Selection Criteria:

• Requires a knowledge of telecommunications technology and information management
• Requires a knowledge of the components, analysis, and design criteria of telecommunications and information management systems
• Requires a knowledge of engineering and business applications of telecommunications equipment, digital computers, advanced software systems, database management systems, computer communications, network protocols, and data structures related to diverse telecommunications systems
• Requires a knowledge of business administration, financial modeling, and cost/benefit principles and techniques
• Requires a thorough understanding of the dynamics and issues of the telecommunications industry and of the convergence of telecommunications and computing
• Requires extensive business experience with the application of telecommunications and information management methods and principles to a large and diverse Customer population
• Requires experience in a marketing and problem-solving role with Customers, a thorough understanding of the Company’s organizational information management structure, and the specific requirements and service demands of various organizations
• Requires experience in providing services in a highly competitive market where a strong Customer focus is of paramount importance
• Requires a thorough understanding of management processes, functions, and services
• Requires experience in a supervisory capacity

Demonstrated Management Skills:

• Analytical thinking - ability to understand a situation by segmenting and tracing implications step by step
• Client -Service Orientation - desire to help or serve others, to meet their needs
• Impact and Influence - able to persuade, convince, influence or impress others
• Initiative - acts, proactively doing things and not simply thinking about future actions
• Information seeking - ability to acquire information relevant to the achievement of valued goals
• Listening, Understanding and Responding - ability to accurately listen, understand and respond appropriately when interacting with individuals and groups
• Strategic business thinking - ability to apply their technical knowledge and experience to making management decisions for achieving business objectives
• Team leadership - ability to take a role as leader of a team or other group
• Teamwork - able to work with others as part of a team, as opposed to working separately or competitively

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2025.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

"Employer of the year 2025"

Deadline: September 16, 2025

In the event you are experiencing difficulties applying to this job please consult our help page here.

We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.