Req Id: 252611
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.
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 Specialist, System Operation candidate will be responsible for Incident/Change/Problem/Ticket management for Bell Media. Expectations include responding to unplanned critical and major service interruptions, performing initial triage and coordinating support resources to restore services, while providing timely updates to the business. The role involves full ownership of incidents and ensuring that adequate support resources are used in an effective and efficient way to restore services. This means building a thorough understanding of critical systems, impacts to business operations, key business services, underlying IT processes, and applications and infrastructure components.
Proactively work with Vendors (onshore/offshore) and internal support staff to drive Incident resolution and ensure that timely follow-up actions are taken
Communicate to management teams on progress of service restoration and recovery activity
Coordinate and lead Incident management calls to drive resolution
Contribute to the development of solutions to improve on incident detection, workarounds and exception handling
Identifies gaps in existing documentation and work with appropriate teams on documentation hardening opportunities/risk assessments
Provide communications to internal business groups and executives throughout the problem record’s life cycle
Facilitate and document post mortem problem reviews
Manage and maintain a problem record inventory
Monitor application and infrastructure systems to ensure critical uptime using existing Monitoring tools(Solar Winds; HP Site Scope; Dynatrace; DCRUM; Oracle OEM)
Produce accurate and timely weekly, monthly and quarterly reports
Participate in change management activities & CAB reviews
Enforce corporate change management policies and procedures
Update and maintain the Corporate IT Library with up to date accurate and relevant information (Application name; Server Inventory; Vendor information)
Chair bi-weekly Ticket Management calls with focus on aged tickets
Analyze ticket volumes and trends to identify potential problems and improvement areas which will reduce incident volumes, and/or streamline resolution
Manage team internal Escalation Inbox and deal with all escalations in a timely manner
Record all escalations and provide report to management
Accountability for ensuring all best security practices are taken when working with Bell Media business applications including data confidentiality and following the guidelines outlined in Bell’s Code of Conduct policy
Experience with Problem/Incident/Change management processes, concepts and tools
Excellent problem solving techniques and trouble analysis skills
Experience with Application performance monitoring toolsets
Excellent communications skills, including the ability to translate and communicate technical concepts into clear and concise communications and executive summaries
Strong leadership skills
Must have excellent interpersonal, communications and customer liaison skills.
Experience defining and generating reports within MS Office Excel that include critical success factors and KPI’s
Ability to work under heightened stress levels effectively
Must be self-motivated
Engineering or Computer Science Degree
Prior Information Technology experience (e.g. Incident Manager, developer, DBA, etc...)
ITIL V3 certification would be an asset
Knowledge with Unix, Windows server platforms
Knowledge in SQL, Oracle and SAN environments
Project Management Certification (CAPM, PMP) an asset
Knowledge of Bell Media IT systems and processes, if applicable
Experience with Service Manager Platform
Experience managing diverse on/offshore 3rd party support vendors
Be a part of an on-call rotation supporting the 24 x 7 Bell Media Operations Support team
Willingness to manage own time, working extended hours at any time when necessary to meet deliverables
Work location is primarily Toronto (9 Channel Nine Agincourt & 299 Queen Street)
Permanent Teleworking is not an option
Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Toronto || Canada : Quebec : Montreal
Application Deadline: 06/03/2020
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 firstname.lastname@example.org to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at email@example.com.
Created: Canada, ON, Toronto
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