Req Id: 63407
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.
Information on Division/Hiring Department/Career Opportunity:
Within the Bell Canada Business Market Enterprise segment, the Operations Service Desk has the overall accountability of technical troubles reported by clients for deployed customer solutions. The Operations Service Desk Incident & Problem Manager is accountable for all the different aspects of customer service assurance while ensuring that all service level objectives are being met. Our business model is highly customer centric, with shared accountability between Service teams for managing customer troubles. 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 has the ability to restore the service rapidly as an Incident Manager and to find the root cause to prevent concurrencies as Problem manager.
Responsibilities/ Accountabilities:
- Incident & Problem Manager acts as the single point of contact for customer escalations for all service assurance issues
- Accountable of all customers SLA on the service assurance side
- Simplifies the customer’s experience
- Provide detailed service results reports based on customer needs
- Meet with customers on a regular basis to present results and action plans
- Accountable to produce and present executive monthly report to the customer including SLA, incidents, problems and changes.
- Knowledge of the Analance tool to produce reports and investigate SLA improvements
- 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
- Establish and maintain professional and productive relationships with our Customers’ Senior Management teams
- Maintains high level of technical product knowledge
- Work with customers, internal teams, partners and suppliers to establish communicate and manage expectations
- Participate in proposal development, Contracts/SLA negotiations and contract interpretation as required
- Provide leadership and coaching to CEP virtual reports in order to meet and/or exceed assigned objective targets
- Keeps abreast of leading edge IT technology in the specific market/industry of the customer
- Perform trend analysis in order to solve problem and achieve Customer S.L.A.’s.
- Maintain and update a problem score card
- Act as ITIL problem manager, find root cause and implement the required action plan
- If required responsible for all change related activities, questions or escalations and act as the Change Manage
Critical Qualifications/Competencies:
- Proven customer 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
- Technical know-how: advanced knowledge of Bell Business Market products and services
- Interest in acquiring technical and business knowledge relating to one or many customers
- In depth knowledge of telecommunications industry, more specifically in the following fields: VMS, MISM, Call center, LAN, WAN, Voice, IP, Wireless solutions and Internet/Intranet applications (e-mail, client-server applications, security, file server management).
- Solid understanding of the telecommunications industry, specifically competitor products & services
- Proven consulting, communication, negotiation and presentation skills at technical and executive level
- Good oral and written communication skills
- Fluently bilingual (reading and writing in both French and English)
- 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
Knowledge and training required:
- College or University diploma in IT
- Business acumen
- Customer facing skills and experience a must
Experience required:
5 years or more industry experience
Other Qualifications/Competencies considered:
Available 7/24 for customer escalations
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Quebec : Verdun
Application Deadline: 01/06/2015
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, QC, Montreal