Consultant, Operational Support - Mississauga, Canada - BELL BUSINESS MARKETS

BELL BUSINESS MARKETS

Verified Company

Mississauga, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Req Id: 406390

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

If you're ready to bring game-changing ideas to life and join a community that values professional growth and employee wellness, we want you on the Bell team.

Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud.

We're proud to be Canada's leading provider of broadband network and communication services for businesses and governments.

Within the Bell Canada Business Market Enterprise segment, Managed Services has the overall accountability to support our customers with Day 2 activities, in a 24/7 environment

The Operations Service Desk Problem/Incident Manager is accountable to provide pro-active or re-active solutions for all the different aspects of Problems and Incidences 'related to customers'.

Our business model is highly customer-centric, with shared accountability between Service teams for managing customer issues.

This seamless approach to customer service has been a key factor in achieving Industry-leading levels of customer satisfaction.

Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new IP & Value Added Services.

The Incident / Problem Manager plays a key role and is an integral part of the end-to-end solution.

Responsibilities/ Accountabilities:

Responsible to implement solutions to improve the customer experience
Active participation on major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution
Ability to provide leadership and technical guidance on Major Incident conference calls
Proactive approaches to eliminate problematic trends
Produce and Review Post Mortem Reports in a timely manner
Facilitate Governance meetings with various partners (Help Desk, Network & Field Services)
Coordinate with internal teams, partners and suppliers to establish communications and manage expectations
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
Provide communications to internal business groups and executives throughout the Problems record life cycle
Identify service improvement opportunities and analyze Risk Assessments
The Incident Manager acts as the single point of contact for all customer escalations and service assurance related issues
Available for escalations outside of business hours (on rotation)

Critical Qualifications/Competencies:

- ssurer le contrôle de la qualité des activités de gestion des problèmes et des incidents.

Rencontrer régulièrement les gestionnaires de comptes clients pour présenter les résultats et les plans d'action liés à la gestion des problèmes.
Informer les groupes d'affaires internes et les hauts dirigeants tout au long du cycle de vie des dossiers de problème.
Déterminer les possibilités d'amélioration du service et analyser les évaluations des risques
Le gestionnaire, gestion des incidents a le mandat d'agir à titre de point de contact unique pour toutes les escalades des clients et les problèmes d'assurance du service

Compétences et habiletés essentielles:

Au moins deux ans d'expérience dans l'industrie
Excellente connaissance du secteur des télécommunications, notamment des domaines suivants:
Voix sur IP (VoIP)
Services gérés (voix et données)
Technologies de réseau local et de réseau étendu
Solutions de sécurité
Centres de données

Preferred Qualifications/Competencies:

Diplôme en génie électrique, en informatique ou l'équivalent
Formation en certification de Cisco, Juniper, F5 et fournisseurs réseau similaires

EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type:
Management

Job Status:
Regular - Full Time

Job Location:
Canada : Ontario : Mississauga || Canada : New Brunswick : Saint John || Canada : Ontario : Don Mills || Canada : Ontario : Toronto || Canada : Quebec : Dorval || Canada : Quebec : Montreal || Canada : Quebec : Verdun

Flexible work profile:
Mobile

Application Deadline:01/09/2023

All team members are expected to reside in Canada and within a reasonable commuting distance from their work location to ensure that they are able to come to the office as required, whether the visit is planned or unplanned.

Created:
Canada, ON, Mississauga

Bell, one of Canada's Top 100 Employers.