Ville : Bedford, Nova Scotia

Catégorie : Technology

Industrie : Telecommunications

Employeur : Bell

Req Id: 354561

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.
 

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

The Bell IT team uses emerging technologies, Agile and DevOps to design and build innovative solutions that enable Bell’s communications services for businesses and consumers. We’re looking for creative problem-solvers who are curious, collaborative and ready to be on the leading edge of technological transformation.  
 

The IT Delivery Customer Experience is a fast-paced team responsible for the delivery support of applications utilized by Call Centre Agents and Bell customers. This role will drive results to achieve Service Availability targets, implementation of currency road map for Desktop and Operating systems, support Incident Management and Application Performance.  

The IT Delivery Customer Experience team manages the delivery and operational support for applications, including mission critical systems supporting our customers and internal /external call center sites for all lines of business: BRS, BM, SBM

Job Duties/Accountabilities:

• Collaborate with OTSS, Vendors and delivery teams to support Service level targets, resolution, optimal recovery of Incidents, and root cause analysis
• Partner with Business and IT on Communication of Incidents, obtain business impacts, share work around processes with Call Centre teams.
• Tracking and trend analysis of incidents, gathering and documenting impacts to service levels
• Creation of executive reporting to identify major incidents impacting service levels and identifying benefits of upcoming changes.
• Work with Call centre vendors on resolution of telephony and desktop issues experienced at external call centre sites
• Facilitate resolution of customer and executive escalations
• Build currency road map for OS and Desktop currency including contributing to IT Strategy plan.
• Execution of currency plan, including obtaining funding, program management and monthly reporting on status of currency program
• Facilitation and execution of readiness plan to support key sales dates including: Iconic phone launches, Black Friday and Boxing week.

Critical Qualifications:

• Strong leadership skills – at least 2 years of management experience
• Exceptional communication skills
• Strong interpersonal skills
• Excellent problem solving techniques and trouble analysis skills
• Experience in Problem Management, Incident Management and Application Management
• Experience with strategic planning
• Strong knowledge of Operating systems
• Strong technical knowledge and understanding of Bell applications.
• Strong Business knowledge across multiple LOBs
• Working knowledge of MS Office Excel, Word, PowerPoint, Outlook

Preferred Qualifications:

• Experience working with offshore vendors
• Strong knowledge of Bell Telephony Applications and configurations with external vendors.

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 : Mississauga || Canada : Alberta : Calgary || Canada : British Columbia : Vancouver || Canada : New Brunswick : Fredericton || Canada : Nova Scotia : Bedford || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal || Canada : Quebec : Verdun 
Flexible work profile: Mobile
Application Deadline: 03/29/2022 

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, Mississauga

Bell, one of Canada's Top 100 Employers.