Req Id: 66080
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 role of the Operations Control Centre (OCC) Duty Manager is critical to the success of the business. By coordinating and tracking the responses of on-duty and on-call Operators, Analysts, and Subject Matters Experts, the Duty Manager ensures that all network and security alerts/notifications are handled within the service level agreement (SLA) timelines. Due to tight timelines, high vigilance is necessary to ensure the right resources are working productively towards achieving resolution of all alerts/notifications. The Duty Manager must exhibit a strong leadership role in the case of high priority alerts by providing timely updates to clients and Bell’s internal senior/executive management. The Duty Manager works co-operatively with others stakeholders, such as Security Governance Teams, to achieve common objectives and ensure optimum customer service is achieved. The Duty Manager will be one of a few in this role and will work rotating shifts to cover off 24/7/265 duties.
Job Duties/Accountabilities:
The successful candidate will be accountable for the following:
- Monitor, review, and interpret security alerts/notifications and oversee and engage technical resources to manage escalations and service level agreements
- Continually update clients and Bell’s internal senior management and executive staff on high priority situations
- Call-out and engage the Security Incident Response Team (SIRT) when appropriate
- Maintain a shift log and write a end of shift report covering all issues encountered on shift
- Conduct shift handovers to incoming shift personnel
- Manage the work of assigned “on-duty” staff
- Maintain the incident “situation awareness” reporting system
- Write or assist others with the preparation of post-mortem reports for all high priority incidents and missed SLAs
- Maintain operational procedures documents and/or Wiki entries affecting OCC operations
- Read, understand, and brief on contractual service level agreements
- Contribute to continuous improvement of the OCC and whole-team practices and procedures through mentorship, and identification of development opportunities for assigned resources
Critical Qualifications/Competencies:
- A SECRET Security Clearance is required (non-negotiable)
- Bachelor or specialized college degree in Computer Science, System Engineering or another related IT program
- Minimum of 5 years of industry experience managing technical work in the information systems field
- Ability to translate complex and ambiguous problems into actionable components and lead technical resources through a solution in a timely fashion
- Excellent communication, presentation, and relationship skills, especially the ability to convey advanced technical topics to less technical management/executive teams.
- Thrives on challenge and change; reacts with proactive and innovative work solutions
- Attention to detail on tracking, incident reporting, forensic data use case management
- Ability to work in a team with very little supervision
- Excellent influencing and negotiation capabilities
- Work well under time constraints/pressure
- Must be flexible and able to adapt to shift schedule changes to accommodate ever changing business needs
Other Preferred Qualifications/Competencies:
- Language: Bilingual Preferred but not essential
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Additional Information:
Position Type: Management
Position Level: CP3
Job Location: Canada : Ontario : Ottawa
Application Deadline: 02/18/2015
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, ON, Ottawa