Consultant Operational Support - Incident Manager
Description
This role within Bell Canada's Business Market Enterprise segment focuses on providing proactive and reactive solutions for customer-related incidences and problems. It involves supporting customers with day-to-day activities in a 24/7 environment, acting as a key contributor in the end-to-end solution, and ensuring customer satisfaction through effective incident management.
What We're Looking For
Act as the single point of contact for all customer escalations and service assurance related issues.
Available 24/7 for escalations.
Provide communications to customers, internal business groups, and executives during major incidents.
Lead major incidents through their lifecycle to meet expected SLA / SLOs up to resolution.
Ability to provide leadership and technical guidance on Major Incident conference calls.
Produce and Review Post Mortem Reports in a timely manner.
Implement solutions to improve the customer experience and provide proactive approaches to eliminate problematic trends.
Facilitate governance meetings with various partners (Help Desk, Network & Field Services).
Ensure quality control on Problem/Incident activities.
Meet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities.
Identify service improvement opportunities and analyze Risk Assessments.
Ability to deliver outstanding service in a constantly evolving environment.
Proven customer management skills.
Meticulous and adheres to quality delivery at all times.
Ideal Candidate
Minimum 2 years or more industry experience.
In-depth knowledge of telecommunications industry, specifically in Server management and storage, Data Centers, Managed Services (Voice and Data), LAN/WAN, Shared Internet/BID, SD-WAN, LTE/Wireless/Cradelpoint L950, Applications (e-mail, client-server applications, guest secured portals, etc), Security Solutions, Wi-Fi Access-Points and Wireless Controllers, ISE/WIPS/GUT, SIP Tunneling, VoIP.
ITIL V4 Foundation.
Experience with ITSM tools such as Maximo and ServiceNow.
Preferred Electrical Engineering / Computer Sciences degree or equivalent.
Strong technical background and in-depth knowledge in troubleshooting SDWAN, Internet and MPLS services.
Knowledge of legacy voice and data technologies would also be beneficial.
Excellent oral and written communication skills.
A recognized leader with a proven track record of using teamwork to create a competitive advantage.
Leader, self-sufficient, and team player who can function autonomously.
Minimum Education
Preferred Electrical Engineering / Computer Sciences degree or equivalent
Hard Skills
Soft Skills
Work Hours
40 hours/week, 24/7 on-call availability
Benefits
Special Commitments
Available 24/7 for escalations, Federal Government Secret Security Clearance (for Ottawa location)
Also Available At
About the Company
Bell Canada
Bell Canada is the country's largest communications company, providing consumers and businesses with solutions for all their communications needs. The company offers a wide range of services including high-speed fibre internet, 5G wireless networks, digital TV, and enterprise-level AI and cloud solutions. Bell is committed to connecting Canadians from coast to coast while fostering innovation through significant infrastructure investments.
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