Consultant Operational Support and Problem Management - Mississauga, Canada - Bell

Description

Req Id:

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.

Bell's Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell's network for our residential and business customers.

Summary

The Consultant Operational Support plays a key role and is an integral part of the end-to-end solution, supporting our customers in a 24/7 environment.

This individual is a key contributor and accountable to provide pro-active and/or re-active solutions for all the different aspects of Incidences and Problems related to customer.

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

Key Responsibilities

• Ability to deliver outstanding service in a constantly evolving environment
• Proven customer management skills and ability to implement solutions to improve the customer experience
• Meticulous and adheres to quality delivery at all times
• 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.
• Act as the single point of contact for all customer escalations and service assurance related issues
• 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

• 2yrs+ years or more industry experience
• Available on call
• Knowledge of telecommunications industry; Mo
• English required ; interaction with English speaking stakeholders across Canada
• re specifically in the following fields:
• 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 captive portal... etc.)
• Security Solutions
• Wi-Fi AP's and WLC's
• UTM/ISE/wIPS
• SIPT, BTCV, VOIP
• ITIL V4 Foundations
• Working knowledge of Maximo and Service Now Operational Tools

Preferred Requirements

• Electrical Engineering / Computer Sciences degree or equivalent
• Certification training in Cisco, Juniper, F5, and similar Network Vendors
• MicroStrategy
• Microsoft Office products
• ITSM Framework and Best Practices
• SQL and Python scripting, Big Data Analytics

#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 : Manitoba : Winnipeg || Canada : New Brunswick : Moncton || Canada : Newfoundland : St. John's || Canada : Nova Scotia : Halifax || Canada : Ontario : Toronto || Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 04/30/2024

For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.