Job Description

Job Title : Manager, Telecom Operations
Location : C09 - Richview TS - 65 Kelfield Street, Rexdale, ON M9W 5A3
Company : Acronym Solutions
Acronym is a full-service information and communications technology company that provides a range of scalable and secure solutions. With more than 20 years' experience managing the communications system that enables Ontario's electrical grid, Acronym is uniquely positioned to understand the mission-critical needs of any business. We deliver innovative and reliable services that respond to the changing demands of businesses and support rapid growth and digital transformation.
It's an exciting time to join the team at Acronym Solutions!
Job Function
Support the Vice President Telecom Engineering and IT in developing network operation strategies, determining the competencies and infrastructure required and implementing these plans to enable Acronym Solutions to compete successfully as a telecommunications carrier in an external market.
Support the Vice President Telecom Engineering and IT in developing and implementing Acronym Solutions Operations' strategies and accomplishing its goals by providing effective development of operation standards and plans; implementing best-practice Service Delivery and Service Assurance processes with an objective to meet competitive Service Level Agreement (SLA) metrics; the needs of business growth; changes in customers' requirements; and technologies. This includes:

• Developing operations strategies, best-practice processes and standards;
• Identifying and putting in place required competencies, infrastructure, and logistic support;
• Deployment of best-practice service delivery and service assurance processes;
• Providing efficient technical support, project management, service provisioning and field support, to deliver services, implement network infrastructure, and assure service quality;
• Developing and implementing Disaster Recovery and Emergency Response Plans;
• Assessing progress towards achieving strategic objectives.

Specific Accountabilities:
Through collateral relationships and within the context provided (i.e. strategies and policies, accountabilities, tasks, budget and programs, compliance, performance targets, expectations for continuous improvement, etc.), provide the following:

• Direct Output Support to the Telecom Engineering and IT
• Develop and recommend a 5-7 year strategic direction/plan for cost efficient and competitive service delivery and service assurance to Acronym Solutions' Private Lines, IP Data Transmission Services, and Network Management businesses. This includes detailed plans on how future years' sales growth, technology change, product development, and operational efficiency targets will be supported. The plan will also address how to manage and mitigate technical, market and other risks.
• Develop and recommend revisions, changes, and adaptation to strategies, plans, and program directions to resolve issues that arise in moving toward realization of the Acronym Solutions goals.
• Conduct an in-depth analysis of Telecom industry best practices for Service Delivery and Service Assurance processes, technical practices, and standards. Utilize this intelligence to implement practices that will assure a consistent service quality that meets Acronym Solutions SLA metrics. Monitor the processes to ensure that they are properly maintained and followed consistently.
• Identify, evaluate, and recommend alternatives to service delivery and service assurance practices, including purchased services, deploying automated monitoring and testing technologies, re-organizing infrastructures, and support systems.
• Prepare annual Capital and Operating expense budgets for the department. Recommend areas where efficiencies can be gained to control costs on an ongoing basis.
• Develop and maintain technical expertise in the fast evolving technology in Telecommunication systems and implement new technology where economically justified.
• Develop, implement, and continuously improve service fulfillment and preventative maintenance processes as they apply to Acronym Solutions.
• Implement logistic supporting systems, including project equipment and spare parts inventory management, and vendor support to assure SLA commitments to customers are met.
• Develop and implement Disaster Recovery Plan and Emergency Response Plan to mitigate operational and business risks.
• Develop specifications for technical support and service fulfillment processes and ensure that appropriate controls are in place to meet implementation objectives.
• Support other Acronym Solutions departments to develop infrastructure to carry new telecom services with supportable service quality by providing operational expertise and knowledge.
• Implement reporting systems and analytical models to monitor and assess progress with respect to achievement of strategic plans and related processes.
• Recommend appropriate performance measures and targets related to the achievement of customer service satisfaction.
• Integrating Corporate strategic goals and initiatives within the business, and in overseeing their consistent application in order to realize the overall Hydro One Inc. objectives and direction.
• Participating in development and management of strategic relationships with collective bargaining units. This includes serving as participant and witness, as required, at arbitration and labour board hearings.
• Build Acronym Solutions image and position within the targeted market as an efficient and competent telecom services provider.
• Establish and manage strategic relationships with business partners, services providers, and vendors.
• Manage and resolve outstanding issues with HONI as they pertain to contracted telecom support services.

Direct Output/Delegated Direct Output

• Develop, negotiate, and establish vendor support contracts. Monitor vendors' service quality and initiate corrective actions to ensure service levels are maintained.
• Develop and execute rules, standards and algorithm in network element configuration, network resources assignment, routine and security to maximize efficient use of network resources, service availability, network stability and maintainability.
• Develop and execute routine system administration and maintenance programs, log-file review, security breach detection for in-service networks and systems. Monitor programs are properly executed on time. Initiate corrective actions when anomalies are detected.
• Research, recommend, and implement best practices in monitoring, tracking, diagnosing, and resolving network problems.
• Oversee implementation of network projects, including installation, testing, and commissioning of new networks, network expansion, and reconfiguration of the core network infrastructure to meet business growth and development.
• Develop and implement a provisioning equipment inventory system to assure committed provisioning due dates can be met.
• Manage a Critical Maintenance spare parts inventory and ensure spare parts are deployed at strategic locations to meet Service Level Agreement metrics and key Network Performance metrics.
• Provide an efficient and competent field services team to implement projects, provision new customer services and to restore disrupted services.
• Negotiate and execute contracts for maintenance of Acronym Solutions equipment shelters, Points of Presence and equipment rooms.
• Maintain and enhance effective working relationships with appropriate level of employees' collective bargaining organization representatives.

Managerial Accountabilities:
Direct output Manage the division and achieve the approved programs and results through:
Accountability for the outputs of others:

• Set the appropriate context for subordinates (i.e. Corporate, and Acronym Solutions 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 division
• Know and ensure own and subordinates' compliance with all legal and regulatory requirements and all policies and procedures and generally accepted practices relating to the work of the division
• Establish a two-way working relationship with subordinates to solicit their views of conditions and potential changes affecting their work and continuous improvement opportunities

Maintaining a team of subordinates who are capable of producing the outputs required:

• Ensure subordinates are able and willing to produce the desired output and that subordinate managers continually improve the processes for achieving the outputs
• Assess staff capability to do the required work now and in the future
• Conduct personal effectiveness reviews of subordinate managers/specialists to build relationships and trust and improve effectiveness
• Mentor and counsel subordinates-once-removed

Providing leadership to subordinates, so that they collaborate competently, and with full commitment, with their manager and with each other in pursuing the goals set:

• Translate Corporate and Acronym Solutions goals and objectives into a direction which guides the operation of the division
• Communicate that direction to all staff within the Division
• Define specific tasks for subordinates, which are required to achieve desired results, and/or to accommodate changes required within the Company's operations
• Communicate expectations regarding the collateral relationship among subordinate managers and specialists

Providing a safe and healthy work environment:

• Provide subordinates with appropriate knowledge, skills, information, work procedures and equipment to facilitate responsible behaviour which will protect their safety and contribute to their health
• Provide a work environment and facilities where health and safety incidents are minimized and employees are not dissatisfied
• Provide a work environment that supports and values diversity, and is free from harassment
• Know and ensure subordinate's compliance with all legal requirements, Corporate, Acronym Solutions and local policies and procedures and generally accepted practices, relating to their work

Demonstrating stewardship of the assets and resources:

• Ensure every reasonable precaution is taken for the protection of subordinates, the environment and the assets
• Provide for security of human and physical resources, including information

At Acronym 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.
Thank you for considering a career with Acronym, 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. Acronym 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.
Deadline: November 3rd, 2025
In the event you are experiencing difficulties applying to this job please consult our help page .
We thank all applicants for their interest in a career at Acronym Solutions; however, only those candidates who are selected for an interview will be contacted.

Skills Required