Req Id: 87722
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 Bell Canada Information Technology Delivery Team is looking for a Senior Manager Systems Operations to lead the maintenance and support of applications for the Customer Experience Program. The Customer Experience Program manages and develops desktop and mobile applications tools for call centre agents and field technicians that rely on multiple backend integrations.
The successful candidate will directly support the end to end operations of the program including applications, servers, connectivity and support and be accountable for application availability and performance. He or she will partner with other IT teams such as Planning, Architecture, Infrastructure, Network Operations, etc and external vendors. We require a highly motivated individual, who thrives in a constantly changing and exciting environment, to apply creativity and innovation in the development of solutions essential to support our overall Customer Experience Program, and is able to able to lead change through cross-functional teams or business unit projects.
The Senior Manager Systems Operations will lead a team of application owners to work with Vendors and internal development teams to drive resolution, recovery of Incidents, provide Communication of Incident and Change to Client Groups, review Incident tickets to ensure content and accuracy, ensure incident Root Cause is documented, follow the defined Change Management process, obtain all necessary Client Group sign off, participating in weekly meetings, ensuring end to end testing is completed perform sanity testing once changes are deployed and perform trend analysis to identify problems before a significant incident occurs.
He or she will be responsible to:
- Provide executive communications on Incidents
- Drive service improvement initiatives
- Drive the defined Change Management process to delivery teams
- Champion hardening opportunities for applications within your portfolio
- Manage expense, capital and headcount targets
Applicant Requirements:
- 5+ years experience in a Senior IT Operations role, or in a similar role. Strong knowledge of IT systems, support, testing, deployments and application design
- Must have Bachelors or equivalent knowledge of Computer Science, Engineering, or related field.
- Extensive knowledge of and experience with a variety of specific tools and toolkits for development and support of applications.
- Knowledge of major tasks, deliverables, formal methodologies and disciplines for delivering new or enhanced applications.
- Problem, incident and release management
Skills
- Strong analytical skills (ability to quickly determine the problem space and organize it into simple components through data mining, statistical analysis and quantitative analysis)
- Strong technical writing skills (ability to write clearly and concisely)
- Strong troubleshooting skills (ability to uncover trouble rapidly and provide resolution)
- Proven leadership and organization skills
- Excellent ability to articulate and document technical concepts to non-technical audience
- Autonomous, resourceful, strong tolerance to ambiguity, excellent capacity for applied learning
Working Conditions:
- Ability to efficiently work in virtual teams, handling multiple projects with geographically dispersed team members.
- Availability to work occasional weekends and evenings to meet hard deadlines and available to work occasional overnights to take part in deployment activities
- Ability to travel within Montreal, Ottawa, London and Toronto corridors with little advance notification; travel depending on project needs
- Fast paced, changing working environment
BCE:WKP #Feature *LI-SH
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Ottawa || Canada : Ontario : Toronto
Application Deadline: 2015-08-24
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