~ Monitor Ara and Chorus fleet health on a 24/7/365 shift rotation — dashboards, alarm queues and event streams across residential energy stations, bidirectional electric vehicle (EV) charging, solar and battery storage, and home connectivity. ~ Perform first-line triage on every alarm and customer- or partner-impacting event: validate, classify severity, execute runbook remediation and elevate per the escalation matrix. ~ Act as first responder during incidents — open the incident record, run initial diagnostics, maintain the timeline and support the incident commander with status updates and stakeholder notifications. ~ Execute standard remediation actions: remote restart, connectivity and link checks, configuration pushes, firmware and over-the-air (OTA) update verification, and post-change validation. ~ Log every event, action and decision in the ticketing system; keep incident records, timelines and evidence complete and audit-ready. ~ Deliver disciplined shift handovers and shift reports — unresolved, at-risk and watch items escalated explicitly to the incoming shift and to the Head of NOC. ~ Track service level agreement (SLA) clocks for Chorus utility partners: acknowledge and notify within contractual timelines, and flag at-risk breaches immediately. ~ Flag alarm noise, false positives and gaps in runbooks, thresholds or alert routing; propose corrections and maintain runbook and knowledge-base entries. ~ Coordinate day to day with Field Service (dispatch, parts, truck rolls), Customer Support (Tier 1 boundary) and Engineering (defect intake) during and after events. ~ Support post-incident reviews with accurate timelines, evidence and root-cause input; execute assigned follow-up and corrective actions. ~ Contribute to recurring NOC reporting: fleet and link availability, dispatch success rate, detection/acknowledgement/resolution times (MTTD, MTTA, MTTR) and top recurring faults. ~ Reports to the Head of Network Operations Center (NOC); based in Montreal with NOC floor presence required on shift, hybrid flexibility outside coverage hours.



~ Individual contributor within a 24/7 team of NOC analysts and shift leads; no direct reports. ~ Rotating shift schedule including nights, weekends and holidays, plus on-call and surge coverage during peak demand periods, grid events and storm or holiday surges. ~ Shift-environment culture: handover quality, documentation discipline, calm escalation, and adherence to standard operating procedures (SOPs) and runbooks. ~ Works within scope boundaries set with the security operations centre (SOC, i.e. cybersecurity monitoring), platform/cloud site reliability engineering (SRE), corporate IT and Tier 1 customer support. ~ College diploma (DEC) or bachelor’s degree in engineering, computer science, telecommunications, electrotechnology or equivalent practical experience. ~ ITIL (Information Technology Infrastructure Library) Foundation an asset; networking (CCNA, Network+) or EV charging / solar / energy-systems certifications an asset. Experience, background: ~5+ years in a network operations centre, dispatch centre, utility control room or other 24/7 monitoring and incident-response environment (utilities, EV charging, connected-device fleets or managed services). ~ Hands-on alarm triage, runbook-driven remediation and severity-based escalation under SLA pressure. ~ Experience documenting incidents in a ticketing system and delivering structured shift handovers and shift reports. ~ Exposure to at least one of: connected consumer hardware, energy/grid or distributed energy resource (DER) systems, EV charging, or utility communications. ~ Proven reliability on rotating shifts, including nights, weekends and holidays.

Knowledge:



Working knowledge of Internet of Things (IoT) and connected-device fleet operations; energy and distributed energy resource (DER) systems; electric vehicle (EV) charging; utility or network operations. Incident and service-management basics (ITIL): incident, problem and change management; severity classification, escalation practice and post-incident review.

Familiarity with industry protocols an asset: OCPP (EV charging), IEEE 2030.5 and CSIP (utility-to-device communication), OpenADR (automated demand response), SunSpec/Modbus (inverters and meters), MQTT (device messaging).

Networking and connectivity fundamentals: IP, DNS, cellular and Wi-Fi links, VPN, device connectivity states; plus awareness of utility data‑handling and incident‑reporting requirements. English required; French an asset (to be confirmed at approval). Technical (hard) skills: Monitoring and observability platforms, alerting/paging tools, ticketing systems, knowledge bases and dashboard/KPI reporting.

Alarm interpretation and tuning input: thresholds, alert routing, noise suppression, alert-to-incident quality. Runbook execution and remote remediation — restart, config push, firmware/over-the-air (OTA) update verification; scripting literacy (Python, Bash) or SQL an asset. Log and telemetry analysis to isolate faults across device, connectivity and cloud layers.

Reporting and data hygiene: accurate ticket data, clean incident timelines, repeatable shift reports. Calm and methodical under pressure, with sound judgment on when to elevate. Clear, concise written communication — incident notes, handovers, status updates and customer- or partner-facing notifications. Documentation discipline and attention to detail; follows procedure reliably with minimal supervision.

Team orientation in a shift setting: dependable attendance, clean handovers, willingness to cover peers. Curiosity and continuous improvement — spots recurring faults and pushes for automation over repetition.

📌 Head of Network Operation Center - Energy/Utility (Montreal)
🏢 Brainpower360
📍 Montreal