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Specialist, Systems Operations
Mississauga, Ontario, Canada Req Id: 373991 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. Are you a seasoned Systems Operations Specialist with strong leadership skills? Do you enjoy working in a fast-paced environment where priorities change every day? Are you looking for a role that is exposed to all levels of the organization? *If you answered an enthusiastic YES to the above, this role could be for you! Bell Canada's Information Technology organization is looking for a Systems Operations Specialist to join a team of professionals who specialize in managing and overseeing various aspects of Bell's Systems and Technology. Within Information Technology resides the Business Operations - Wireless & Retail Systems team who are responsible for the administration, support and maintenance of various systems used by the Wireless Business units. The critical mandate of the Wireless System Operations team is to monitor services leveraged by our Retail channels, and Call Centres, and to manage any service incident that maybe identified. Primary areas of focus include Incident and Problem Management, Defect Management, Process improvement and application management support. JOB DUTIES/RESPONSIBILITIES: *Ensure timely response and resolution to incidents routed for triage through our trouble ticket systems or generated as part of monitoring processes. *Offers exemplary support, including maintaining internal customer and IT partner relationships, including taking care of any customer concerns or inquiries quickly and professionally *Ensure impact and root cause of incidents and problems are understood, ensuring appropriate actions are taken to resolve and prevent recurrence through lessons learned. *Implement and champion various programs as it relates to improving System availability, System performance, and Ticket reduction. *Identify areas of improvement as it relates to monitoring mission critical applications, leveraging industry leading application performance monitoring tools. *Ensures security policies and directives are enforced, and in effect, for supported applications according to the approved information security policy. *Provides oversight and governance for Wireless Change Management activities and participates in various CAB calls. *Provides oversight, governance and development of Wireless Problem Management activities supported by internal and external support resources. *Participate in the continuous improvement of applications, including recommendations surrounding Infrastructure currency and lifecycle programs. *Displays working knowledge of IT industry standards and Bell Canada practices. Understands the practices outlined in ITIL v3. *Analyze and/or produce detailed metrics or reports pertaining to various service management processes CRITICAL QUALIFICATIONS/COMPETENCIES: *Effective communicator with an ability to articulate technical solutions into business conversation *Capacity to take initiative and ownership of issues and tasks through to resolution *Technical aptitude with understanding of various technologies including web and client server architectures, eagerness to expand technical/functional knowledge *Working Knowledge of Performance Management tools such as Dynatrace Managed, HP Sitescope, or other equivalent application performance monitoring tools *Willingness to proactively seek information to ensure exceptional risk assessment and mitigation *Ability to manage multiple activities at a high level and dive into detail when challenges arise *The ability to effectively facilitate and coordinate meetings, and to negotiate consensus from cross-functional teams *Advanced skills in Microsoft Office products *Business knowledge related to Wireless telecommunications and support of Retail POS systems and in store technology *Business knowledge related to internal and external call centres. *Post-secondary education, preferably in Business or Technology, or relevant work experience WORKING CONDITIONS: *Willingness to manage own time, working off-normal hours when necessary to meet deliverables *Willingness to participate in a "on-call schedule" during off-hours *Ability to efficiently work in virtual teams, handling multiple projects *Flexibility to occasional travel to regional offices, conferences, employee sessions, seminars, training, etc *Fast paced, changing working environment #talents #EmployeeReferralProgram 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 : Quebec : Montreal Flexible work profile: Mobile APPLICATION DEADLINE: 05/24/2022 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 **MEMBERS ONLY**SIGN UP NOW*** to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at **MEMBERS ONLY**SIGN UP NOW***. Created: Canada, ON, Mississauga BELL,ONE OF CANADA'S TOP 100 EMPLOYERS. |
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