Job Description

Req Id: 409684

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content \xe2\x80\x93 we advance how Canadians connect with each other and the world.

If you\xe2\x80\x99re 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.

Bell\xe2\x80\x99s Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell\xe2\x80\x99s network for our residential and business customers.

About the Hiring Team:

Within the Bell Customer Experience, the Data Test Center has the overall accountability of technical troubles reported by clients for deployed customer solutions. Our business model is focused on business customers, with responsibility for client management issues for different technologies. This seamless approach to customer service has been a key factor in achieving Industry-leading levels of customer satisfaction. Our business strategy for the future is to build on the customer experience based on technological knowledge.

Role

The Customer Experience group within the Field Services team is currently seeking a dynamic, high-performing individual who has a solid technical telecommunications background. Complemented with prior people and project management exposure to join our team. Reporting directly to the Senior Manager, the successful candidate will be responsible to act as a Technical Support prime for daily service assurance and provisioning issues.

Key Responsibilities

The successful candidate will act as a Business Data Assurances technical SME on daily provisioning and assurance issues. They could also lead a team of SME technicians to resolve daily issues 7x24. The individual also acts as a technical reference on New Technical Introductions, New Product Introductions, and Customer Specific Adaptive Processes (CSAP). They will also ensure training is provided and delivered in order to maintain knowledge levels.

• Business Assurance Technical Support acts as the single point of reference for technologies supported for our business customers.
• Provides WAN technical support to the provisioning and service assurance teams.
• Provide leadership and coaching to unionised technicians (training and skills development).
• Provide leadership and coaching to unionised technicians direct or virtual reports in order to meet and/or exceed the company objective targets.
• Establish and maintain professional and productive relationships with all NOC teams, internal teams, partners and suppliers to establish, communicate and manage expectations.
• Provides technical assistance to different project teams making sure the technological solutions / SLA will meet all requirements to be supported on day 2.
• Keep abreast of developments leading technologies in telecommunications for business market.
• Lead Proof-of-Concepts with vendors and cross functional teams
• Facilitate knowledge sharing by presenting and explaining complex technical subjects to various audiences from Technical teams to Management
• Documentation of best practices and recommended network Operations & Maintenance procedures for Operation Teams.
• Priming root cause analysis and following up on problems with other teams and/or vendor.
• Using lab to reproduce/understand production issues/problems to collect additional logs for vendor investigations and find/validate any suitable workaround or corrections.
• Must be available 7/24 for technical escalations

Critical Qualifications

• Meticulous and adheres to quality delivery at all times
• Ability to deliver outstanding service in a constantly evolving environment
• Ability to work under pressure
• Strong analytical skills with deductive reasoning capabilities
• In depth knowledge of telecommunications industry and technical product knowledge, essentially for: Core Data, Transport equipment, Frame Relay, ATM, DSL, Optical Ethernet, NGCE, FTTx, VoIP service, BID and IPVPN.
• Experience with RedHat Linux, Shell scripting, Java, Python, database technologies and test automation tools
• Knowledge of cloud computing, Software Defined Networking (SDN) and Network Function Virtualization (NFV) , CNF technologies to drive network agility and operational efficiencies
• In depth understanding of fundamental IP Network and routing Protocols: TCP, SCTP, UDP, OSPF, BGP
• Lan, ATM, Frame, IPVPN, HDSL, DCS, S4T4, S3T3, Datapac, LDDS, Frame Relay, MPLS, Routing, Bridging, Switching, Ethernet (10/100/1000), Token Ring, TCP/IP, IPX, ADSL, SONET, DS3, DS1, DS0, HDSL, X.25, Voice over IP, SVC/SPVC/PVC.
• Proven coaching/training abilities
• Leader, self-reliant and team player
• Proven analytical / problem solving ability with exceptional attention to details
• Excellent leadership and a demonstrated ability to communicate effectively at all levels
• Concrete Self Management capability to work with multi-disciplinary tasks and projects
• Flexible to work under pressure and meet deadlines, displays high sense of urgency
• Strong aptitude to recognize opportunities for improvement and take appropriate action while being creative and solution oriented

Preferred Qualifications

• University, College degree or equivalent experience
• Knowledge of telecommunications industry in the following fields: LAN, WAN, Voice, IP, Wireless solutions and Internet
• Previous project management or Business Analyst experience or equivalent experience
• A working knowledge of Business Data Assurance team
• A working knowledge of Business Provisioning systems including: Remedy, Maximo, PVC-OARS, COPS, and TIMS
• MS Office skills, with advanced level in Excel & PowerPoint
• Shell Scripting programming knowledge
• Technical certifications such as CCNA/CCNP/CCIE or JNCE
• Familiarity with scripting (Perl, Bash, Python), and database manipulation (SQL, MySQL) are strong assets.
• Background in project management focusing on Agile & Scrum

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Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Toronto
Work Arrangement: Hybrid
Application Deadline: 07/07/2023

For work arrangements that are \xe2\x80\x98Hybrid\xe2\x80\x99, 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.

At Bell, we don\xe2\x80\x99t just accept difference - we celebrate it. We\xe2\x80\x99re 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 to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at .

Created: Canada, ON, Toronto

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