Req Id: 74934
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.
Our Network team plans, designs, builds and operates Bell’s multi-billion dollar networks, including the continued expansion of our fibre optic network, HSPA+ and LTE — Canada’s largest and fastest wireless network.
The service we provide is the foundation of Bell’s competitive advantage and a critical step towards achieving Bell’s goal to be recognized by customers as Canada’s leading communications company.
The Data Network Services Support team is committed to simplifying the process in which Support resources are engaged. Our objective of ongoing service improvements while implementing industry best practices will meet the need for increased operational efficiency and workforce mobilization. While becoming more efficient, the DNSS team is agile and responsive to day to day customer requirements. Our support teams work together seamlessly to assist internal clients providing core capabilities to achieve and exceed expectations.
Our mission statement is to provide operational excellence and unparalleled quality of service in the management and servicing of our customers through strategic investment in our people, processes and technology.
Position Description:
Deliver overall performance management and detailed protocol support for the Bell Canada’s Internal Communication Network. Provide 3rd line technical, engineering and design support for Bell Canada’s Managed Services. The individual works closely with 1st/2nd Line support teams, IS/IT Project, CDS, CSE and Architecture teams. The individual will be supporting network connectivity for critical Bell Canada applications that are utilized by approx 60,000 Bell Canada resources to support our paying customers.
Provide application and server support during P1and P2 problem escalation as well as new project activities. Responsible to provide technical leadership and manage crisis situations. The candidate must possess great team skills, the willingness and ability to learn quickly. A broad base of experience and knowledge of Protocol Analysis including application behaviours, malcode/malware behaviours and Performance Management using nGenius / Netscout solution as the primary tool. A strong working knowledge of LAN/WAN topologies and good understanding of Service Assurance process.
Job Duties/Accountabilities:
- 24/7/365 rotational on call support for DNSS – ICN Network and Application issues.
- Assisting technicians with customer trouble resolution and provisioning activity. This may include real time direction ranging from one on one coaching, developing job aids and providing training sessions to actively working on troubles using various test equipment.
- Lead and manage a crisis situation, as assigned, which have been extended or escalated by the customer.
- Work with other teams within and outside Bell to operationalize new technologies and products. This involves providing direction to project teams as SME responsible for provisioning and maintaining the end solution. Direction will include providing recommendations for efficient processes, testing the solution in a lab environment, documentation, training the technicians and engaging the vendor as required.
- Provide technical leadership to clients and internal support teams in assessing all aspects of network solution implementation needs such as addressing, routing protocols, bandwidth, performance, security, availability, capacity, optimization and operational manageability.
- Engage and escalate if necessary to the appropriate partners and business units for support, assistance/engagement, root cause and continuous improvement opportunities.
- Ongoing review of current Sniffer Tools deployment. Move/ augment Sniffer Tools to ensure optimal coverage of the ICN to support Day 2 activities.
- Deep packet inspection of application behaviour for service assurance including the ability to decipher malcode behaviour.
- Post mortem investigation/analysis.
- Provide direction to senior management, advisors and teams on tool design solutions.
- Participate on corporate and infrastructure projects providing tool business requirements to support the network and application after implementation i.e. Day 2 support that optimizes and ensures operational efficiency.
- Work with the team to develop training plans to ensure all resources are well versed to support the ICN network and applications. Coordinate training, awareness of new applications, establishing training sessions and acting as a technical coach to extended teams.
- Assess impacts of new service initiatives/growth within the ICN with respect to network protocol analysis tool requirements.
- Design consultation (assist CSE’s, technology).
- Driving continuous improvement opportunities to improve operational cost structure while maintaining or improving customer service (streamline process, automation, skill set training, documentation).
- Develop tools (scripts/programs) for automating routine activities.
- Overall solution testing authority for ICN network initiatives.
Essential Competencies/Skills:
- Able to manage complex high paced, stressful situations, involving many partners and outsourcing support personnel. Quickly access a situation and bring key resources to action trouble shoot and resolve the crisis.
- In depth knowledge and hands-on experience in implementing routing and switching technologies and protocols (e.g. EIGRP, OSPF, BGP, Spanning Tree), and networking protocols (particularly IP, as well as Wireless technologies and legacy protocols such as SNA.
- Senior, or working knowledge of security technologies such as firewalls, security event collectors, IPS’ and firewall management systems.
- Extensive knowledge of the OSI model, TCP/IP protocol stack, network protocols such as DNS, DHCP, FTP, HTTP, HTTPS, VOIP, Botnets, Malcode, Malware.
- Extensive network and application troubleshooting experience in a large enterprise network (greater than 3000 network elements).
- Working knowledge of various operating systems (Windows, Unix and Linux).
- Ability to do deep packet inspection analysis include payload analysis.
- Ability to work within a strong and weak project management matrix team.
- Ability to prioritize multiple work initiatives to ensure timelines are respected and quality is of utmost priority.
- Able to work independently with minimum supervision; possess strong organizational skills.
- Ability to make quick decisions based on facts, peer/partner input and experience during major service interruptions.
- Excellent oral and written communication skills.
Qualifications:
- Minimum 3 year expert working knowledge IP (WAN/LAN) infrastructures consisting of Cisco, Radware, Alteon, Juniper, Aruba Wireless, Checkpoint (Routing, Switching, Load Balancers, Firewalls and DNS).
- Minimum 3 year expert working knowledge of Netscout nGenius tool, Sniffer A3 and Wireshark as the primary network tools for monitoring and troubleshooting network and application performance.
- Work experience, minimum 3 years in a large enterprise network environment or multiple medium size networks.
- Cisco certified network professional (CCNP), Juniper (JNCIA-M) and CWNA wireless certifications preferable.
- Asset Sniffer certification training.
- Post education (Bachelor of Computer Science or Software Engineering).
- Customer-focused (builds relationships by having strong desire to help, serve and satisfy both internal and external customers).
- Resourceful; thrives on challenge and change, reacts with proactive and innovative work solutions.
- Flexibility; works effectively with varying environments, situations, task, responsibilities and people. Off hours work required based on project load and incidence responsiveness.
- Is self-disciplined and takes initiative to getting tasks done.
Working Conditions
- Work hours are Monday - Friday, normal 37.5 hours weeks based on business needs.
- Work start and finish times are flexible.
- Overtime may be required in order to meet deadlines and Service Assurance SLA’s.
- Rotational on call.
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 04/21/2015
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, Toronto