Career Opportunities: Senior Incident Manager (55555)
Req ID 55555 - Posted 10/27/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Engineering & Network - Bell Corporate
Bell is a truly Canadian company with over 134 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
Position Description:
The Senior Incident Manager works within a protected Security Operations Centre (SOC) in downtown Ottawa. The Senior Incident Manager is one of several subject matter experts that provide hands-on expertise for device management, configuration and troubleshooting, as well as responding to security incidents and escalations for a diverse client base. As such, the successful candidate must have a good appreciation for the Bell Business Markets security offerings and must be able to quickly understand the unique operational and performance contractual requirements for each client, as well as the supporting infrastructure on which the security service is delivered. The Senior Incident Manager must have a comprehensive knowledge of both technical and operational network security best practices and satisfactory hands-on experience for the assigned technology platforms and security services that the Security Operations Centre (SOC) supports. The Senior Incident Manager should be able to identify and compare technological capabilities that are required to support a particular security service, and identify technological gaps where more development is needed.
Job Duties/Accountabilities:
The successful candidate will be accountable for the following:
* Acts as the single point of contact for high priority Incidents
* Provides technical support by prioritizing, troubleshooting, characterizing, reproducing and escalating customer reported problems, and delivers hardware, software and/or application solutions within customer response time targets.
* Ensures internal escalation process and customer escalation processes are followed
* Maintains high level of technical product knowledge
* Works with internal teams, partners and suppliers to establish communicate and manage expectations
* Provides leadership and coaching to a small team in managing day-to-day operational schedules and support activities amongst the functional team leads
Critical Qualifications/Competencies:
* Proven Incident management skills
* Meticulous and adheres to quality delivery at all times
* Ability to deliver outstanding service in a constantly evolving environment
* Ability to work under pressure
* Strong analytical skills with deductive reasoning capabilities
* In depth knowledge of telecommunications industry, more specifically in the following fields:
* LAN (switches, Firewalls, load balancers, etc)
* WAN (IPVPN and EIP)
* Internet/Intranet applications (e-mail, client-server applications, database and file server management)
* Security applications (anti-spam, anti-virus, HIDS, etc)
* Awareness of datacenter operations – space, power, cooling
* Proven consulting, communication, negotiation and presentation skills at technical and executive level
* Good oral and written communication skills
* Recognized leader with clear track record of using teamwork to create a competitive advantage
* Proven coaching/training abilities
* Leader, self-reliant and team player who can function with little supervision or direction
* Available 7/24 for escalations
* Creative and solution oriented
* An active Secret Level II Security Clearance is required
* University engineering diploma or equivalent experience
* Business acumen
* Leadership skills and experience a must
* 5 years or more industry experience
* Available 7/24 for incident handling
BCE:WKP #Feature *LI-JW TC:ITN
Additional Information:
Position Type: Management
Position Level: CP3
Job Location: Canada : Ontario : Ottawa
Application Deadline: 11/10/2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, Ontario, Ottawa
Req ID 55555 - Posted 10/27/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Engineering & Network - Bell Corporate
Bell is a truly Canadian company with over 134 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
Position Description:
The Senior Incident Manager works within a protected Security Operations Centre (SOC) in downtown Ottawa. The Senior Incident Manager is one of several subject matter experts that provide hands-on expertise for device management, configuration and troubleshooting, as well as responding to security incidents and escalations for a diverse client base. As such, the successful candidate must have a good appreciation for the Bell Business Markets security offerings and must be able to quickly understand the unique operational and performance contractual requirements for each client, as well as the supporting infrastructure on which the security service is delivered. The Senior Incident Manager must have a comprehensive knowledge of both technical and operational network security best practices and satisfactory hands-on experience for the assigned technology platforms and security services that the Security Operations Centre (SOC) supports. The Senior Incident Manager should be able to identify and compare technological capabilities that are required to support a particular security service, and identify technological gaps where more development is needed.
Job Duties/Accountabilities:
The successful candidate will be accountable for the following:
* Acts as the single point of contact for high priority Incidents
* Provides technical support by prioritizing, troubleshooting, characterizing, reproducing and escalating customer reported problems, and delivers hardware, software and/or application solutions within customer response time targets.
* Ensures internal escalation process and customer escalation processes are followed
* Maintains high level of technical product knowledge
* Works with internal teams, partners and suppliers to establish communicate and manage expectations
* Provides leadership and coaching to a small team in managing day-to-day operational schedules and support activities amongst the functional team leads
Critical Qualifications/Competencies:
* Proven Incident management skills
* Meticulous and adheres to quality delivery at all times
* Ability to deliver outstanding service in a constantly evolving environment
* Ability to work under pressure
* Strong analytical skills with deductive reasoning capabilities
* In depth knowledge of telecommunications industry, more specifically in the following fields:
* LAN (switches, Firewalls, load balancers, etc)
* WAN (IPVPN and EIP)
* Internet/Intranet applications (e-mail, client-server applications, database and file server management)
* Security applications (anti-spam, anti-virus, HIDS, etc)
* Awareness of datacenter operations – space, power, cooling
* Proven consulting, communication, negotiation and presentation skills at technical and executive level
* Good oral and written communication skills
* Recognized leader with clear track record of using teamwork to create a competitive advantage
* Proven coaching/training abilities
* Leader, self-reliant and team player who can function with little supervision or direction
* Available 7/24 for escalations
* Creative and solution oriented
* An active Secret Level II Security Clearance is required
* University engineering diploma or equivalent experience
* Business acumen
* Leadership skills and experience a must
* 5 years or more industry experience
* Available 7/24 for incident handling
BCE:WKP #Feature *LI-JW TC:ITN
Additional Information:
Position Type: Management
Position Level: CP3
Job Location: Canada : Ontario : Ottawa
Application Deadline: 11/10/2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, Ontario, Ottawa