Role: Incident Manager L6 & L7
Location: TORONTO, ON
Duration- Long Term
As an Incident Manager and Monitoring Specialist, to provide second level support for technology related incidents for the Bell Managed Contact Centre solution (ECCO) and be the primary interface for Bell in troubleshooting and resolving technology incidents. Scope includes the Bell Managed Solutions and CIBC custom applications. In this role you will proactively action and investigate monitoring alerts generated on the Contact Centre Platform with Bell Canada. You will be primarily concerned with severity 3 and 4 incident tickets for end users technology and any identification of mult-user outages through incidents and monitoring responses. You will be part of a voice-on call rotation for after hours and a daytime shift routine.
1. Full training routine
2. ServiceNow ticketing
3. End user customer skills for troubleshooting
4. Genesys WDE , routing and GRAT Hours of Operation support for holidays
5. Cisco provisioning
6. SIP trunking and SIP telephony
7. ISP providers, modems
8. Aruba remote access for agents working from home
9. ITIL 4 Foundations structure for Incident management
10. Hand off to Problem Management
11. A passion for helping agents succeed, directly contributing to the success of the business
12. A focus on reducing agent downtime
Roles
· Problem Solving – Collaborate on CCD Incident, Problem and Change/Release Management to assist with restoring service, identifying and driving permanent corrective measures and safely & effectively managing change. In order to do this, you will be interacting with multiple different teams and occasionally vendors.
· Relationship Building – Build and maintain key relationships while you work to assist with client requests and deliver high levels of client experience.
· Effective Communication – Communicate incidents, daily/weekly/monthly through reporting or executive presentations.
Responsibilities
· You can demonstrate experience in providing technical service delivery and application production support for custom-built applications. It’s an asset if you have a proven track-record in incident management and have worked previously in an ITIL/ITSM role for a financial institution (FI). This role may require 24/7 on-call rotational support.
· You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
· You love to learn. You're passionate about growing your knowledge, and you know that there is no limit to what you can achieve.
· You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.
· You give meaning to data. You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.
· Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
Job Type: Fixed term contract
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Toronto, ON: reliably commute or plan to relocate before starting work (required)
Work Location: One location