ISOC – Disasterfield Controller (Dispatch)

Job content

OVERVIEW:

VEXSL is currently looking for amazing ISOC – Disasterfield Controller, to join our growing team, and make an impact.

SCOPE:

• Reports to the ISOC Manager
• Has authority and decision making for the tasks within the role, as agreed to by leadership
• Legislative and regulatory components may impact the incumbent’s work
• Note: this position does not have direct reports

RESPONSIBILITIES:

Technical:

• In depth redundant monitoring of disaster change detection
• Collect all required information from core systems technology with complete accuracy, with attention to detail
• Responsible for inventory management tasks.
• Monitor overall operational effectiveness of the communications network
• Meet quality management standards sought out by the ISOC manager
• Ensures functions of the Communications Centre meet quality management standards
• Identify and develop efficiencies within scope of work; support continuous improvement with accurate record keeping and commitment to efficient operations
• Work as a team and/or individual in a high stress environment, with the ability to manage a variety of tasks simultaneously
• Prepare analytical reports related to areas of responsibility for Senior Leadership Team.
• Communicate with internal contacts to identify discrepancies and solutions
• Provide troubleshooting support for service packages

Strategy:

• Support in decentralized strategy, planning and execution
• Ensure company delivery standards are achieved through continuous improvement strategies
• Through feedback, support manager develop training programs around SOPs pertaining to GPP and Record Keeping Compliance.
• Collaborate with Regulatory and Security Departments to develop and perform internal audits regularly to determine compliance with any required regulations.
• Support manager with analysis of reports and data to identify trends and recommend updates or changes
• Review and recommend improvements methods and procedures to manager.
• Support manager in complaints investigations, ensure immediate corrective action, when necessary, take corrective and preventative measures.

People

• Develop and foster good working relationships with external customers and support initiatives required to continually improve customer’s experience
• Contribute to internal collaborative team atmosphere
• Foster excellent internal working relationships to contribute to company strategy and goals
• Train, coach and mentor new staff.

QUALIFICATIONS

• 3+ years experience preferred in Emergency Management Technology and/or communications,
• Experience in a military/paramilitary organizations is preferred
• Equivalent combination of education and experience may be considered
• Working knowledge of computer-aided dispatch programs
• Recent criminal record check completed (required prior to hiring)
• Solid ERP, MS Office Suite, Adobe Pro, G-Suite and additional technical proficiency
• Experience with TAK (Team Awareness Kit) considered an asset

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent communication skills
• Ability to foster positive client relationships
• Excellent customer service
• Experience with virtual reality and machine learning software
• Experience with mesh radio and internet protocol communication
• Critical thinking and problem solving
• Strong organizational and multitasking skills
• Exceptional attention to detail and fast communication/resolution approach
• Conflict management skills to resolve any issues that may arise
• Ability to multi-task, rapidly prioritize and manage stress in a fast-paced, team oriented environment
• Excellent computer skills with the ability to adapt to changing technologies
• Strong communication skills to effectively deal with people in person, by telephone or radio under stressful conditions
• Strong geographical knowledge of Canada, specifically provinces we are operating in, and areas you are responsible for

CORE COMPETENCIES:

• Extreme ownership
• Decentralized collaboration
• Strategic outside the box thinking
• Leadership
• Develop Relationships
• Process Management
• Attention to detail
• Active Communications
• Diligence
• Innovation Mindset
• Organization and planning
• Problem solving and decision making
• Strong dress and deportment

SCHEDULE:

• 4 day rotations, 12 hour shifts: rotating 4 days on, 4 days off, 4 nights on, 4 days off.

TRAVEL:

• The incumbent may be expected to travel as required to various locations of VEXSL, and to the locations of potential customers. Travel is expected to be minimal.

SPECIAL NOTES: This is a fixed term contract, till December 31, 2024 - with the possibility of extension into a contract renewal and/or a permanent role.

Job Types: Full-time, Fixed term contract
Contract length: 6 months

Flexible Language Requirement:

• French not required

Schedule:

• 12 hour shift
• Day shift
• Night shift

Education:

• AEC / DEP or Skilled Trade Certificate (preferred)

Experience:

• related (ie. emergency management): 3 years (preferred)
• military/paramilitary: 1 year (preferred)
• computer-aided dispatch: 1 year (preferred)

Licence/Certification:

• related certificate and/or equivalent experience (preferred)

Work Location: In person

Application deadline: 2024-05-24