Service Owner- Network & Technology Services

As the largest high-tech team in Canada, Network and Technology Services builds cutting edge fibre and 5G networks that drive how Canadians connect with each other and the world! Our team is at the forefront of developing Bell’s leading products and services: Fibe TV and Internet, Wireless, Smart Home, cloud, security and IoT. We enable the delivery of the best content from Crave, TSN/RDS, iHeart Radio and dozens of other leading media properties to our customers any time, on any device.

Successful candidate will be accountable to drive Incident, Problem and Change Management within a Shared Infrastructure service portfolio. The candidate will be a team player with a proven ability to gain consensus and provide exceptional communication at all levels within the company.

Responsibilities:

• Accountable for the day to day operation and maintenance of the assigned service portfolio
• Will work with our technology partners and delivery teams to understand solution offerings
• Assess change tickets for completeness and risk prior to approving – MOP, Back-Out Plan, Test Plans, Risk & Impact Assessments complete and accurate
• Ensure no other conflicting changes are taking place during the same time period
• Adhere to any embargos on change during the year
• Attend the OTSS Change Board weekly call to review and provide details on upcoming changes and answer any questions from the business
• Assess whether changes need to be reviewed at the weekly change review based on risk or environment and business requirements
• Facilitate prompt and efficient resolution of incidents while providing clear and timely communications to affected stakeholders throughout
• Ensure incident, request, and problem management processes are followed as required and reviews reports/meets with support teams and/or application owners to prevent re-occurrence of the problem
• Maintain an up to date knowledgebase of current service practices and techniques
• Ensure support partners keep current with knowledgebase and continuously seek hardening opportunities to address known infrastructure issues
• Help drive service improvement initiatives
• Provides weekly status reports on service interruptions detailing root cause and resolution
• Provides monthly metrics reporting on key service metrics
• May require evening and weekend work
• 24x7 availability through a scheduled duty manager rotation

Critical Qualifications/Competencies:

• Strong leadership skills
• 3-5 years of incident management experience
• Understanding of and experience in Problem, Incident and Change Management
• Excellent written and verbal communications skills
• Possess very strong customer focus
• Professional approach in your dealings with others
• Excellent problem solving techniques and trouble analysis skills
• Able to engage in multiple priorities at once, making efficient and timely decisions
• Well organized, with the ability to set priorities and manage time effectively
• Proficient at designing presentations and reports using Microsoft Office tools
• Comfortable presenting reports to team members and/or leaders
• Knowledge of or ability to learn the technical aspects of the infrastructure used to deliver services

Preferred Qualifications:

• ITIL Certification

• Prior experience working in an Operations and Service Assurance roles

Note: Candidates from all across Canada can apply to this role.

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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 : Quebec : Montreal || Canada : New Brunswick : Fredericton || Canada : New Brunswick : Moncton || Canada : New Brunswick : Saint John || Canada : Newfoundland : St. John’s || Canada : Nova Scotia : Halifax || Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Ontario : Toronto
Flexible work profile: Mobile
Application Deadline: 09/09/2022

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 recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.

Created: Canada, ON, Toronto

Bell, one ofCanada’s Top 100 Employers.