Specialist, System Operations
Toronto, ON, CA
2d ago


At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content we’re revolutionizing how Canadians communicate.

If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team.

The Bell IT team uses emerging technologies, Agile and DevOps to design and build innovative solutions that enable Bell’s communications services for businesses and consumers.

We’re looking for creative problem-solvers who are curious, collaborative and ready to be on the leading edge of technological transformation.

Specialist, System Operation, Bell Media, CP2

The Role :

The Specialist, System Operation candidate will be responsible for Incident / Change / Problem / Ticket management for Bell Media.

Expectations include responding to unplanned critical and major service interruptions, performing initial triage and coordinating support resources to restore services, while providing timely updates to the business.

The role involves full ownership of incidents and ensuring that adequate support resources are used in an effective and efficient way to restore services.

This means building a thorough understanding of critical systems, impacts to business operations, key business services, underlying IT processes, and applications and infrastructure components.

Key Responsibilities :

  • Proactively work with Vendors (onshore / offshore) and internal support staff to drive Incident resolution and ensure that timely follow-up actions are taken
  • Communicate to management teams on progress of service restoration and recovery activity
  • Coordinate and lead Incident management calls to drive resolution
  • Contribute to the development of solutions to improve on incident detection, workarounds and exception handling
  • Identifies gaps in existing documentation and work with appropriate teams on documentation hardening opportunities / risk assessments
  • Provide communications to internal business groups and executives throughout the problem record’s life cycle
  • Facilitate and document post mortem problem reviews
  • Manage and maintain a problem record inventory
  • Monitor application and infrastructure systems to ensure critical uptime using existing Monitoring tools(Solar Winds; HP Site Scope;
  • Dynatrace; DCRUM; Oracle OEM)

  • Produce accurate and timely weekly, monthly and quarterly reports
  • Participate in change management activities & CAB reviews
  • Enforce corporate change management policies and procedures
  • Update and maintain the Corporate IT Library with up to date accurate and relevant information (Application name; Server Inventory; Vendor information)
  • Chair bi-weekly Ticket Management calls with focus on aged tickets
  • Analyze ticket volumes and trends to identify potential problems and improvement areas which will reduce incident volumes, and / or streamline resolution
  • Manage team internal Escalation Inbox and deal with all escalations in a timely manner
  • Record all escalations and provide report to management
  • Accountability for ensuring all best security practices are taken when working with Bell Media business applications including data confidentiality and following the guidelines outlined in Bell’s Code of Conduct policy
  • Critical Competencies :

  • Experience with Problem / Incident / Change management processes, concepts and tools
  • Excellent problem solving techniques and trouble analysis skills
  • Experience with Application performance monitoring toolsets
  • Excellent communications skills, including the ability to translate and communicate technical concepts into clear and concise communications and executive summaries
  • Strong leadership skills
  • Must have excellent interpersonal, communications and customer liaison skills.
  • Experience defining and generating reports within MS Office Excel that include critical success factors and KPI’s
  • Ability to work under heightened stress levels effectively
  • Must be self-motivated
  • Preferred Qualifications / Competencies :

  • Engineering or Computer Science Degree
  • Prior Information Technology experience (e.g. Incident Manager, developer, DBA, etc...)
  • ITIL V3 certification would be an asset
  • Knowledge with Unix, Windows server platforms
  • Knowledge in SQL, Oracle and SAN environments
  • Project Management Certification (CAPM, PMP) an asset
  • Knowledge of Bell Media IT systems and processes, if applicable
  • Experience with Service Manager Platform
  • Experience managing diverse on / offshore 3rd party support vendors
  • Working Conditions :

  • Be a part of an on-call rotation supporting the 24 x 7 Bell Media Operations Support team
  • Willingness to manage own time, working extended hours at any time when necessary to meet deliverables
  • Work location is primarily Toronto (9 Channel Nine Agincourt & 299 Queen Street)
  • Permanent Teleworking is not an option

    Bilingualism is an asset (English and French); 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 Canada : Quebec : Montreal

    Application Deadline : 06 / 03 / 2020

    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

    LI-CL1 #Feature TC : ITN

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