Consultant Operational Support

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It's all developed and delivered by the members of #Team Bell and we're always on the lookout for people with great skills and experiences.

We provide a supportive and inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

On the Bell Business Markets team, you'll be a vital part of making innovation happen for enterprise-scale customers. You'll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.

At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to 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.

The Incident Manager is accountable to provide pro‑active or re‑active solutions for all the different aspects of 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 Manager plays a key role and is an integral part of the end‑to‑end solution.

Eligible candidates must have a 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.

• The Incident Manager acts as the single point of contact for all customer escalations and service assurance related issues
• Available 7/24 for escalations
• Provide communications to customers, internal business groups and executives during major incidents.
• Lead 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.
• Produce and Review Post Mortem Reports in a timely manner
• Responsible to 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

• Federal Government Secret Security Clearance
• Located in Ottawa, Ontario
• In‑depth knowledge of telecommunications industry;
  More specifically in the following services: SDWAN; MPLS;
  Internet; SIP;
  Network Security;
  Data Center Technologies (VM's, SAN)
• Technical know‑how and knowledge of telecommunications and IT 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, self‑sufficient, and team player who can function autonomously.
• Knowledge and training required:
  Preferred Electrical Engineering / Computer Sciences degree or equivalent. Preferred Certification training in Fortinet, Cisco, Juniper, F5, and similar Network Vendors. Micro Strategy. Microsoft Office products. ITIL Foundations

• 3 years or more industry…