Manager, Business Provisioning, Test Center

Date: Nov 27, 2018

Location: Toronto, ON, CA

Company: Bell

Req Id: 223688 

 

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.

 

The Technology Centre is the professional customer and technical services group for service level management of large, medium & small business accounts in the areas of Data, Broadband, and IP. Customer Network Operations is a unique, multi-functional District responsible for a wide variety of traditional and emerging IP, broadband and Data services in all market segments, regionally and nationally. This includes Data, Mega, ATM, IP, Frame, ISDN, and IP. Our mission is to be the best Service Provider in the Telecommunications Industry. We strive to provide a challenging assignment, training for future work and a good working environment.

 

  1. Directs a work team of Technical & Support personnel who are responsible for the repair of customer service failures for all advanced voice and data and integrated telecommunications products & services for small, medium and large corporate business customers.
  2. Accountable for ensuring the team meets or exceeds key performance and process measures consistent with our customers’ needs within a competitive environment.
  3. Leads the work team in the implementation and refinement of process and service improvements in a Service Assurance environment to meet our customer expectations.
  4. Responsible for the coaching and development of Technical & Support personnel and is accountable for the administration of Collective Agreements.

 

We are looking for motivated candidates with knowledge of public or private telecommunications networks with emphasis on IP, Data, Broadband, and Integrated Services. Experience in the 'operations' of a telecommunications networks including expertise in the Service Provisioning or Service Assurance of Telecommunications Products and Services is important. Experience in service level management of customer networks and customer applications are an asset.

 

Job duties/Accountabilities:

  • Ensuring escalation process has been followed and trouble tickets have proper documentation. Respond to pager notifications from automated system or manual pages from Bell Canada support technicians and/or customers
  • Queue management of various problem management systems
  • Escalate problems to internal/eternal vendors, service partners and suppliers to ensure that outage times are minimized
  • Provide notification to Customers, Incident Managers and Bell management as per the Notification & Escalation process
  • Create and send Major Outage Notifications via email to various distribution lists
  • Participate in Major Outage or critical issues conference calls
  • Manage various mailboxes that receive notifications of long pickup, long outage for customer incidents
  • Act as a first point of contact for any escalation from Bell Canada support staff and customers
  • Able to deal with all levels of technical & non technical Management across the district & the business
  • Manage and review staff schedules for the CEP technician team
  • Interface with the Load Administrators/Controllers to ensure that Remedy (Focus/TIM) logs are managed properly
  • Review the Service Website daily
  • Audit tickets and create Web RCA (Root Cause Analysis) to drive service improvements (post mortem website)
  • Service and process for key KPIs
  • Load management using the following tools; JAS (Job Assignment System), C2, TIM (Trouble Information Management), MACAM (Measure Analysis Center)

 

Perform the following Administrative Duties:

  • Accident Prevention Plan Compliance
  • Performance Planning and Feedback /Perform Mid-Year and Year End Objective Performance evaluations
  • Manage Attendance / Schedule
  • Manage and Provide Coaching to Employees
  • Ensure that your employees are trained on the various Technologies supported by the Test Centre
  • Health and Safety
  • Crew Meetings/Tailgate Sessions
  • Build Partnerships with Controllers/Technicians by ‘MBWA’ (Managed by walk about) – Getting to know our business and the staff is the ‘key’ to being successful in this role

 

Critical Qualifications/Competencies:

  • Customer Focus:
    • A desire to help or serve internal and external Customers
    • Understanding of Bell Canada’s Product portfolio including new IP/Broadband services
  • 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
    • Quick, Quality Decision Making (particularly in highly stressful situations)
    • Strong communication skills, global vision and the ability to deal with multiple priorities are required
    • Must be assertive
    • Must exhibit sound judgment and have demonstrated initiative and leadership skills
    • Must be comfortable adapting to a constantly changing environment, and spear-head such activities
    • Excellent problem solving and decision making skills
    • Must be able to prioritize and meet deadlines, as well as looking for ways to constantly improve on day to day activities within the CNO district
    • Self starter with going forward initiative

 

Preferred skills/Competencies:

  • LAN/WAN experience and knowledge
  • Knowledge of Data and IP products and services (IPVPN, Ethernet, Broadband, MPLS, etc.)
  • MS Office Suite including MS Access, Visio, MS Excel, MS Word, MS PowerPoint

 

Working Conditions:

Monday to Friday from 8:30am to 17:00pm    

#LI-CM1   

 

Bilingualism is an asset (English and French)

 

Additional Information:

Position Type: Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 12/11/2018
 

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

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