Consultant Operational Support and Problem Management
Req Id: 422787
At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It's all developed and delivered by the members of #TeamBell and we're always on the lookout for people with great skills and experiences.
We value diversity and provide a supportive, inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have - making every day better for people as they connect, work, learn and play.
Join us. You belong at Bell.
On the Bell Business Markets team, you'll be a vital part of making innovation happen for enterprise-scale customers. You'll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.
At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.
Summary
The Consultant Operational Support plays a key role and is an integral part of the end-to-end solution, supporting our customers in a 24/7 environment.
This individual is a key contributor and accountable to provide pro-active and/or re-active solutions for all the different aspects of Incidences and Problems related to customer.
Our business model is highly customer-centric focused, with shared accountability between Service teams.
Key Responsibilities
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- Ability to deliver outstanding service in a constantly evolving environment
- Proven customer management skills and ability to implement solutions to improve the customer experience
- Meticulous and adheres to quality delivery at all times
- Active participation on Major Incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution
- Ability to provide leadership and technical guidance on Major Incident conference calls.
- Act as the single point of contact for all customer escalations and service assurance related issues
- Proactive approaches to eliminate Problematic trends
- Produce and Review Post Mortem Reports in a timely manner
- Facilitate Governance meetings with various partners (Help Desk, Network & Field Services)
- Coordinate with internal teams, partners and suppliers to establish communications and manage expectations
- Ensure quality control on Problem/Incident activities
- Meet with Managers on a regular basis to present results and action plans related to Problem Management activities
- Provide communications to internal business groups and executives throughout the Problems record life cycle
- Identify service improvement opportunities and analyze Risk Assessments
- Available for escalations outside of business hours
Critical Qualifications
- 2yrs+ years or more industry experience
- Available on call
- Knowledge of telecommunications industry; More specifically in the following fields:
- Server management and storage
- Data Centers
- LAN/WAN
- Shared Internet/BID
- SD WAN
- LTE/Wireless/Cradelpoint L950
- Applications (e-mail, client-server applications, guest captive portal… etc.)
- Security Solutions
- Wi-Fi AP's and WLC's
- UTM/ISE/wIPS
- SIPT, BTCV, VOIP
- ITIL V4 Foundations
- Working knowledge of Service Now Operational Tools
Preferred Qualifications
- Preferred Computer Sciences degree or equivalent
- Bilingual; In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada
- Preferred Certification training in Fortinet ,Cisco and similar Network Vendors
- MicroStrategy
- Microsoft Office products
- ITSM Framework and Best Practices
- SQL and Python scripting, Big Data Analytics
#EmployeeReferralProgram
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Quebec : Quebec City
Work Arrangement: Hybrid
Application Deadline: 04/15/2025
For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you'll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.
We value the experiences that have shaped who you are, and we know the diversity of your talent will bring even greater strength to our team. At Bell, everyone belongs and you'll feel valued, respected and supported as you grow and reach your full potential.
We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.
Created: Canada, QC, Quebec City
Bell, one of Canada's Top 100 Employers.