Job Description

Req Id: 425039
At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It's all developed and delivered by the members of #TeamBell and we're always on the lookout for people with great skills and experiences.
We provide a supportive and inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have - making every day better for people as they connect, work, learn and play.
Join us. You belong at Bell.
Be at the forefront of one of the most exciting and ever-changing industries. On the Bell Media team you will be a part of creating and delivering the best Canadian and international content across digital media, television, radio and out-of-home advertising platforms. You'll join a team of passionate and driven innovators, who are breaking barriers and expanding the reach of Canada's most-loved entertainment.
At Bell Media, you'll redefine digital connections and pioneer next-generation services, propelling us to reach new heights, unlock untapped potential and expand horizons for our customers.
Position Description
Reporting to the Video Service Operations Manager, the candidate should have the necessary technical background to manage and support multiple TV services and technical resources including ownership of processes. The main accountability of the team is to support and influence internal partners to address any escalations related to incident, major incident, problem, change, and configuration management. The extended team of which the candidate will be a part of, is composed of experts in video services. The technological challenges are great because of the constant introduction of new technologies in this field, which will require the candidate to continually develop and improve their knowledge in order to stay up-to-date on the supported solutions.
The candidate must have a passion to assist in transforming the team towards operating with an agile mindset. Accordingly, the position demands a technology-professional with exceptional oral and written communication capabilities, and a strong sense of ownership and an orientation towards fostering effective teams that are continuously improving.
Responsibilities

• Responsible for assessing tickets that have been escalated from L1 Customer Care support.
• Provide support and escalation that ensures SLA targets for incidents and changes
• Telemetry data analysis via New Relic to identify and flag customer impacting trends
• Troubleshoot and resolve issues when possible and escalate to the appropriate level 3 team when required
• Identify wider spread issues by recognizing patterns / trends in the reported issues
• Responsible for communicating known customer facing issues/service outages to level 1 and applicable stakeholders
• Document and report all known and current issues
• QC VOD and monitor live streams for all Bell Media brands
• Live Event Reporting as required
• Other brand-related responsibilities as required

Qualifications

• Experience providing customer support in a technical support setting
• Post-secondary degree in a related field
• Minimum of three years relevant experience with video streaming environments including transcoding, adaptive packaging, encryption and content delivery networks
• Experience with Windows and Linux operating systems
• Ability to run general diagnostics to identify software and hardware compatibility problems
• Experience using Jira, Confluence, New Relic, Adobe Analytics, Kibana
• Familiarity with Agile Scrum, and ITIL Service methodology
• Experience with Java and Python a definite asset
• Advanced knowledge of Excel and Powerpoint
• Excellent verbal and written communications skills
• Motivated self-starter, with a proven track record in following through with tasks and projects
• A sense of accountability with proven experience working in a team environment
• Experience in media and telecommunication industries preferred

Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Union
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Toronto
Work Arrangement: Full-time in office (meaning that you will be required to perform your work on-site)
Application Deadline: 10/27/2025
For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you'll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.
At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.
We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the or visit our for other ways to contact us.
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Created: Canada, ON, Toronto
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