Req Id: 84929
Bell is a truly Canadian company with over 135 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.
The Information Technology team develops and maintains Bell’s internal systems and applications while also developing integrated technology solutions for customers across all lines of business.
The team manages Bell’s IT Infrastructure and the service availability of over 700 applications, including mission critical billing and service systems. The IT delivery teams drive the IT Work Program with over 60% of IT capital invested in initiatives that support business unit priorities and Bell’s strategic imperatives.
The Role:
The Incident Manager will be responsible for responding to unplanned critical and major service interruptions, performing initial triage and coordinating support resources to restore services, while providing timely updates to the business. The role involves full ownership of incidents and ensuring that adequate support resources are used in an effective and efficient way to restore services. This means building a thorough understanding of critical systems, impacts to business operations, key business services, underlying IT processes, and applications and infrastructure components.
Key Responsibilities:
- Proactively work with Vendors (onshore/offshore) and internal support staff to drive Incident resolution and ensure that timely follow-up actions are taken.
- Communicate to leadership management teams on progress of service restoration and recovery activity.
- Analyze ticket volumes and trends to identify potential Problems and improvement areas which will reduce incident volumes, and/or streamline resolution.
- Participate in change management activities & CAB reviews.
- Contribute to the development of solutions to improve on incident detection, workarounds and exception handling.
- Identifies gaps in telemetry and/or documentation and works with appropriate teams on Hardening opportunities/Risk Assessments.
- Manage and maintain a Problem record inventory.
- Provide Communications to internal business groups and executives throughout the Problems record life cycle.
- Facilitate and document post mortem Problem reviews.
- Produce accurate and timely weekly, monthly and quarterly reports.
Critical Competencies:
- Experience with Problem and Incident management processes, concepts and tools.
- Excellent communications skills, including the ability to translate and communicate technical concepts into clear and concise communications and executive summaries.
- Strong leadership skills.
- Must have excellent interpersonal, communications and customer liaison skills.
- Experience defining and generating reports within MS Office Excel that include critical success factors and KPI’s.
- Excellent problem solving techniques and trouble analysis skills.
Preferred Qualifications/Competencies:
- Engineering or Computer Science Degree.
- Prior Information Technology experience (e.g. developer, DBA, etc...).
- ITIL service manager certification.
- Project Management Certification (CAPM, PMP) an asset
- Knowledge of Bell Media IT systems and processes.
- Experience with Service Manager Platform.
- Experience working with offshore vendors.
Working Conditions:
- Be a part of an on-call rotation supporting the 24 x 7 Media Operations Support team
- Willingness to manage own time, working extended hours at any time when necessary to meet deliverables
- Work location is primarily Toronto and occasionally in Mississauga.
- Permanent Teleworking is not an option.
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Scarborough || Canada : Ontario : Toronto
Application Deadline: 07/20/2015
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, Scarborough