Recovery & Process Manager Montreal


Offre publiée le 2024-06-26

Terrestar Solutions Inc.

The Recovery & Process Manager is responsible for designing, developing and maintaining all Network Operations incident response processes.

He (she) is also responsible for the recovery of all incidents affecting the network extension services provided by Terrestar.

Under the supervision of the Director, Network Operations, the incumbent will work in collaboration with the various suppliers, vendors and technology partners and will notably manage the end-to-end network operations quality assurance of Terrestar’s service offer.

He (she) will be asked to operationalize, maintain and continually improve all incident handling processes.

The main responsibilities are :

Incident recovery management :

  • Restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations.
  • Assisting incident resolutionby involving all key handlers .
  • Managing major incident recordsand processes.
  • Communicating with relevant stakeholders throughout the incident lifecycleand identifying, maintaining and improving incident KPI's and SLA's.
  • Reviewing incidents and initiating improvements to services and to the incident management practice after resolution.

Incident process management :

  • Ensuring continuous improvement to E2E Incident Management Process.
  • Documenting and updating alarm handling procedures.
  • Training NOC staff on incident management best practices.
  • Detailing and maintaining all incident handling test procedures.

Service configuration management :

  • Ensuring that assets under the control of suppliers are identified, controlled and properly managed throughout their lifecycle.
  • Identifying, controling, recording, reporting, auditing and verifying services and other configuration items (CI's), including versions, components, their attributes and relationships.
  • Maintaining accurate configuration information on the historical, planned and current state of services and other configuration items.
  • Providing accurate configuration information to facilitateinternal and external incident handling.

Technical troubleshooting and incident handling :

  • Participating in incident resolution by investigating complex technological incidents.
  • Identifying and documenting workarounds for one or several technological domains (Sat-Com, Cloud Computing, Wireless Networks, IP Networks, Security & authentication).
  • Reviewing and developing end-to-end incident KPIs using Office 365 and Power BI platform.
  • Deploying and maintaining end-to-end service alarms.
  • Leading a team of technical experts in the resolution of complex problems or incidents.

Project and operations budget handling :

  • Initiating and / or participating in technology projects and POCs aimed at improving operational efficiency or deploying novel solutions / services.
  • Efficiently handling project and operational budgets.


  • Bachelor's degree in electronic, electrical, mechanical, computer or telecommunications engineering or other field combined with a minimum of 12 years’ experience in the telecommunications or information technology sector.
  • Minimum of 7 years' experience in network operations for a telecommunications operator or in the information technology sectorMinimum of 5 years’ experience in network operations incident handling.
  • Experience with AWS or Azure cloud computing is a must.
  • Experience in the satellite industry is an asset.
  • Experience with SecOps is an asset.

Other qualifications

  • Technical expertise and hands on experience in at least 3 of 8 technology domains : Sat-Com, Cloud Computing and System-Administration, Sec-Ops, IP Networking, Value Added Services, Programming / Scripting, Operations Support System, Core & Ran Networks.
  • Strong knowledge of network alarm detection, creation, automation and notification.
  • Knowledge of AGILE methodologies and prior experience with DevOps tools.
  • Knowledge of ITIL best practices.
  • Fluency in English and French.
  • Proficiency in the Microsoft Office 365 suite.
  • 24 / 7 availability is a must.

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22 days ago