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

BELL BUSINESS MARKETS

Verified Company

Mississauga, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Req Id: 408717

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.

Key Responsibilities:

he Consultant, Operational Support Manager is accountable to provide proactive or reactive solutions for all the different aspects of Incidents and Problems '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
Available for escalations outside of business hours (on rotation)

Critical Qualifications/Competencies:

Indepth knowledge of the telecommunications industry; More specifically in the following fields:
Connectivity
Data Centers
LAN/WAN technologies
Proven customer service skills
Meticulous and adheres to quality delivery at all times
Maintain quality and efficiency in a constantly evolving environment
Ability to work under pressure
Multitasking and time management
Strong analytical skills with deductive reasoning capabilities
Technical knowhow and advanced knowledge of Bell Business Market products and services
Interest in acquiring/growing technical and business knowledge relating to one or many customers
Excellent oral and written communication skills
A recognized leader with a proven track record of using teamwork to create a competitive advantage
Leader, selfsufficient, and team player who can function autonomously

Preferred Qualifications/Competencies:

Preferred Electrical Engineering / Computer Sciences degree or equivalent
MicroStrategy
Microsoft Office products
ITIL Foundations

Experience required:

5 years or more industry experience

LI-PG

talent

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 : Ontario : Don Mills || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Dorval || Canada : Quebec : Montreal || Canada : Quebec : Verdun

Flexible work profile:
Mobile

Application Deadline:02/27/2023

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.