Senior Problem Manager, Client Service Operations

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City : Toronto

Category : Engineering

Industry : Telecommunications

Employer : Bell

Req Id: 253193 


At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we're revolutionizing how Canadians communicate.


If you're ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team. 


Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We're proud to be Canada's leading provider of broadband network and communication services for businesses and governments.

 

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.

Within the Bell Canada Business Market Enterprise segment, Managed Services has the overall accountability to support our customers with Day 2 activities. The Operations Service Desk Problem/Incident Manager is accountable to provide pro-active or re-active solutions for all the different aspects of Problems ‘related to customers’. Our business model is highly customer-centric, with shared accountability between Service teams for managing customer issues. 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 Problem Manager plays a key role and is an integral part of the end-to-end solution.

Responsibilities/ Accountabilities:

  • Accountable to implement solutions to improve the customer experience
  • Analyze, investigate and provide solutions eliminating problematic trends
  • Review Post Incident Reports, provide feedback in a timely manner
  • Facilitate governance review meetings with various partners (Help Desk, Network & Field Services)
  • Work with internal teams, partners and suppliers to establish communication, manage expectations and make sure Problem/Incident activities are completed
  • Review implemented Changes and perform trend analysis
  • Coordinate with internal teams, partners and suppliers to establish communications and mange expectations
  • Provide communications to internal business groups and executives throughout the Problems record life cycle,
  • Identify service improvement opportunities and analyze Risk Assessments
  • Provide leadership role in proactive approaches to eliminate problematic trends


Critical Qualifications/Competencies:

  • In depth knowledge of telecommunications industry, more specifically in the following fields:
    • Data Center
    • Call Center
    • Managed Services (Voice and IP)
    • LAN/WAN (Cisco, Juniper, etc)
    • Applications (e-mail, client-server applications, security)
    • Security Solutions (Firewall, IDS / IPS)
    • VoIP (Cisco, Avaya)
  • 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
  • Good oral and written communication skills
  • Bilingual is an asset (reading and writing in both French and English)
  • Recognized leader with clear track record of using teamwork to create a competitive advantage
  • Leader, self-reliant and team player who can function with little supervision or direction
  • Knowledge and training required:
  • Preferred Electrical Engineering degree or equivalent
  • Preferred Certification training in Cisco, Juniper, F5 and similar Network Vendors
  • MicroStrategy, Excel and PowerPoint

Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Don Mills || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal || Canada : Quebec : Verdun
Application Deadline: 06/07/2020

Please apply directly online to be considered for this role. Applications through email will not be accepted.

At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.

Created: Canada, ON, Toronto

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