NARC's Manager

Date: Nov 15, 2018

Location: Toronto, ON, CA

Company: Bell

Req Id: 218993 

 

Bell is a truly Canadian company with over 138 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.

To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.

If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.

Using innovative operational theory, tools and techniques, the Field team ensures that the right technician with the right skill set arrives at our residential and business customer’s premises on time, every time. We are committed to ensure that Bell's network, products and services are of the highest standard. The Field Services team thrives on providing installation and repair services for business and residential customers using the latest technology, including Fibre, Optical Ethernet, IPVPN.

 

Bell Canada Field Services Operational Support Business Provisioning is looking for a highly motivated and energetic person to fill the NARCS IP Specialist role of Service Provisioning Manager. The candidate should have excellent interpersonal skills, knowledge/experience of the various IP and Data provisioning groups and systems.

 

The candidate should have experience on working cooperatively with the various Suppliers teams, Project Managers, internal, external organizations managing small, medium, large business accounts. Develop as well as participate in implementing business processes along with a strategic approach for each customer projects to meet or exceed customer expectations.

 

Manage daily escalations, adhere to district processes and objectives to ensure key performance indicators are met or exceeded within a competitive environment.  Draw in technical support prime (s) on complex issues in a timely manner. Identify process gaps within the operation’s organization

 

Direct a team of technical & support personnel who are responsible for the Service Provisioning. Work closely with the Management teams and non-management teams to ensure customer commitments / district objectives are met or exceeded. Coach and develop employees on career opportunities. Promote recognition within the workplace while providing spontaneous / formal / informal recognition to employees. Maintain clear communication with employees, customers while building a support structure and developing a courteous professional relationship. Promote a teamwork environment. Lead and manage change.

 

Job Duties/Accountabilities:

  • SOW (Statement of Work) meeting for new Project design and process steps to work and complete order Configuration Templates and Outputs task
  • Update/Maintain customer specific SOW documents
  • Support all service technology and products
  • TKO’s (Technical Kick Offs) with Post-sale CSE, 3rd Level Support and Project teams
  • CTR (Configuration Technical Review) with Post-sale CSE, Support,Project team
  • Create /Arrange/Attend Technical Approval review calls with 3rd Level
  • Arrange team calls TD-COVE, Escalation 2nd level Support
  • Gather project design related information to prepare Configuration Template
  • Prepare configuration template, MOP (methods of operation) maintain within repository
  • Manage new project Pilot sites and work with Testers to update Template
  • SOW with Off-shore team to support project and calls
  • SME’s for all Internal & External Project to work with outside peer
  • Attend Bell offered New technology, product training and quick information sharing session with TD (Technology) & Project Management
  • Works on Escalation with other task owners, tester rejection, IPACT support
  • NARCS Prime are accountable to work with INGRAM vendor support
  • Provide CE and PE router configuration for IPVPN Standard and Flex customers
  • Attending call with CSE (customer sales engineers) to review customer network design
  • Create CE and PE configurations by following the Standard and Flex certification rules
  • Involved with multi disciplinary groups including CSE, Service Assurance, Cove Lab, NTI/NPI Project teams, Layer2/3, IP-enabling for all activities
  • Creating and maintaining VPN names by using NARCS IP-NAPS tools System
  • Selecting standard/Flex hardware based on IPVPN product line

 

Meet or exceed the IPVPN, Data performance indicators:

  • Work cooperatively with suppliers and different Operations teams to develop and implement customer Data and IPVPN network
  • Proactive approach to maintaining service indicators

 

Coaching and development of employees:

  • Coach employees on career opportunities at Bell, increase employee value, marketability and employee retention
  • Daily “real time” on the floor coaching
  • Daily event management
  • Action escalations
  • Control and balance workload using tools provided e.g. PDQ’s Analysis, Web Sites etc
  • Work with Technical and Associate employees to clear obstacles, hurdles
  • Perform audits, provide constructive feedback, and seek improvement opportunities
  • Seek out process opportunities and develop solutions
  • Identify and address process opportunities between the various Teams, provide feedback for audits and post mortems in order to be communicated back to the customer
  • Maintain open, honest, effective communication with the customer and respective teams
  • The main types of communications are verbal, emails, action registers, post mortems, customer & supplier presentations, meetings
  • Able to deal with all levels of technical & non-technical management across the district and the business

 

Critical Qualifications/Competencies:

  • Customer Focus (a desire to help or serve internal and external customers)
  • Looks ahead to future customer needs and takes the appropriate measures/actions
  • Guarantees maintenance of long-term customer relationship
  • Teamwork (the ability to work together cooperatively across all levels of the organization)
  • Demonstrated Exceptional Bell Core Team Values
  • Listening, Understanding and Responding (able to have effective interaction with others)
  • Leadership (the ability and willingness to manage change and take full responsibility for personal actions as well as the actions of a Team)
  • Quality decision making (particularly in highly stressful situations)
  • Must be comfortable adapting to a constantly changing environment, and spear-head such activities
  • Excellent problem solving and decision making skills
  • Self starter with going forward initiative
  • 5 years experience in IP provisioning industry support/troubleshooting environment
  • Knowledge of Cisco, Cisco XR, Juniper

 

Preferred skills/Competencies:

  • To have the working knowledge in Data, LAN/WAN, WLAN, ATM, xDSL, TC/IP and public/private telecommunications networks, with emphasis on integrated services
  • Knowledge of IP Multicast over MPLS, configuring and troubleshooting
  • Experience with routing protocols BGP, EIGRP and OSPF
  • The desired candidate must have excellent communications skills, be able to communicate technical terms to non-technicians, people skills, and the ability to work independently or in a team environment
  • CCNA or above (CCIP/CCNP a definite strong asset)
  • JNCIA or above (JNCIP a definite strong asset)

 

 

#LI-CM1

 

 

 

Bilingualism is an asset (English and French)

 

Additional Information:

Position Type: Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 11/23/2018
 

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

 

Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.

 

Created: CanadaON, Toronto

Find similar jobs: