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network support analyst
Title posted on CareerBeacon - Incident Manager
Posted on May 04, 2024 by Employer details Bell Canada
Job details
Req Id: 417128 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 forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.SummaryWithin the Bell Canada Business Market Enterprise segment and Managed Services has the overall accountability to support our customers with Day 2 activities. The Operations Service Desk Problem/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 / Problem Manager plays a key role and is an integral part of the end-to-end solution.Key ResponsibilitiesResponsible to implement solutions to improve the customer experienceActive participation on major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolutionAbility to provide leadership and technical guidance on Major Incident conference calls.Proactive approaches to eliminate problematic trendsProduce and Review Post Mortem Reports in a timely mannerFacilitate Governance meetings with various partners (Help Desk, Network & Field Services)Coordinate with internal teams, partners and suppliers to establish communications and manage expectationsEnsure 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 activitiesProvide communications to internal business groups and executives throughout the Problems record life cycleIdentify service improvement opportunities and analyze Risk AssessmentsThe Incident Manager acts as the single point of contact for all customer escalations and service assurance related issuesAvailable for escalations outside of business hours (on rotation)Critical Qualifications2 years or more industry experienceIn-depth knowledge of telecommunications industry; More specifically in the following fields: Data CentersManaged Services (Voice and Data), LAN/WAN technologiesApplications (e-mail, client-server applications? etc.)Security Solutions VoIPBilingualism required: interaction with English and French speaking stakeholders across CanadaPreferred Qualifications/CompetenciesPreferred Electrical Engineering / Computer Sciences degree or equivalentPreferred Certification training in Cisco, Juniper, F5, and similar Network VendorsMicroStrategyMicrosoft Office productsITIL Foundations#EmployeeReferralProgramAdequate knowledge of French is required for positions in Quebec. Additional Information:Position Type: Management Job Status: Regular - Full Time Job Location: Canada : Quebec : Montreal || Canada : Quebec : Quebec City || Canada : Quebec : Verdun Work Arrangement: HybridApplication Deadline: 05/17/2024 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 bu- LocationMontréal, QC
- SalaryNot available
- Terms of employment Not available
- Start date Starts as soon as possible
- Source CareerBeacon #2042396
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