Manager IT Business Operations job in Bell CA

Manager – IT Business Operations Wireless (CP3) (9483346)

Job Type: Full Time

Location: Mississauga , ON, CANADA;

Job Category: Project Management

Industry: Telecommunications

Year(s) of Experience: 3

Number Of Positions: 1

Date Posted: Jan 29, 2010

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Information about the division, hiring service, or job offer: Within Information Technology (IT) resides the Business Operations-Wireless & Retail Systems team who are responsible for the administration, support and maintenance of all the various systems used by both the Wireless Business units and all the Retails channels. JOB DUTIES/RESPONSIBILITIES: Reporting to the Director of IT Business Operations, the incumbent will be primarily accountable to champion the Incident Management process and mange communications when major incidents occur on Operational Systems/Applications and be accountable to ensure the Problem Management process is completed when required. Secondary accountability in this role is the management of the IT infrastructure within the Wireless & Retail organization. This infrastructure includes the physical network (e.g., WAN/LAN, servers, terminals) as well as server applications and software (e.g., People soft, Oracle). Key functions include: identification, evaluation and implementation of operational changes to improve overall efficiency. Review and make recommendations on major projects, systems enhancements, testing tools and best practices. Liaison with business users, system groups, other business units and external vendors or contractors to address clients technology needs and priorities. Incident and Problem Management: The incumbent will have the accountability and ownership to bring all related vendor partners/Incident Managers (Escalation SMEs) and SMEs from teams across Bell Canada together to help determine the root cause and resolution course when managing major Incidents. The incumbent acts as a facilitator and coordinator of the major incident and becomes the single point of contact for issues tracking, business unit communication and Incident related administrative responsibilities. Responsible to execute the Problem Management process and coordinate all activities required to respond to problems in compliance with meeting all known SLAs and SLOs. Responsible to ensure that the Problem Management process is defined, documented, maintained & communicated at a customer level. Change Management: Responsible for managing and co-ordinating all change related activities (driven by the Delivery teams across Bell) impacting the Wireless environment. Keen foresight is necessary to detect problems and conflicting activities that may potentially affect the Service Availability levels by analysis of both Change & Incident Management data. The incumbent will mange all activities necessary to mitigate risk and make suggestions for actions to eliminate risk when deploying a change. Communication and Relationship Management: The incumbent will be required to proactively provide process and thought leadership to the organization by overseeing that all critical processes are followed by the organization and its Service Partners. The incumbent is required to identify opportunities for infrastructure fortification to ensure that overall environmental stability is maintained from a hardware, software and application level. The incumbent is accountable to ensure effective communication and notification is in place to the business groups (clearly identifying business unit impacts) for all major incidents and proactive maintenance windows where outage time may be incurred. The incumbent is required to collaborate with Incident Resolution Teams across Bell in real-time during the life-cycle of any major incident. Conducts major incident post mortem reviews as required. The incumbent is accountable for timely resolution of major incidents after-hours (24 x 7) in partnership with our Vendor support partners. Critical Qualifications/Competencies: 2+ years in a leadership role within the Customer Service Desk organization or Operations and 1-3 years of Systems Production Support experience (application support and operations is desirable). · Excellent Problem Solving skills and a natural innovator and leader. · Independently driven; with a strong ability to persevere and deal with change/ambiguity. · Dedicated to learning new technology and concepts quickly. · Ability to make quick quality decisions and assume leadership role during stressful situations. · Proven ability to deal with a crisis and work in an environment where technical emergencies are a part of the daily work routine. · Success-oriented and process driven attitude with a drive to win for our customers. · Very strong interpersonal skills and · Enhanced communication skills; excellence with both written and verbal communication, ability to successfully interact at all levels. · Demonstrated ability to influence others successfully. · Ability to negotiate and accept new processes · General knowledge of UNIX and Wintel based systems. · ITIL process knowledge; Service Management, Incident and Problem Management and Change and Release Management experience. · General knowledge of Call Center technology. · Creativity in the solution of complex problems. · Technical aptitude/other systems training. Assets: · Bilingualism (French/English) · ITIL certification. · Understanding of the Wireless systems environment; knowledge of Bell Mobility and/or Retail business operations would be a strong asset. · Previous experience with Bell Systems and Technology (FWFM, CALRS etc.) · Strong PC skills including MS Office suite of products (Word, Excel, PowerPoint and Visio). Additional Information: Position Type: Management Company: Bell Canada Name of contact: Charlene McCleary Application deadline: February 12, 2010 Job Location: Mississauga, Ontario Contribution path: CP3