Consultant, Operational Support

5 days ago

Montréal, Canada CTConsultants Full time

**CTC007345 - Consultant, Operational Support**:
**Type d'emploi: Contract**:
**Durée: Eleven months**:
**Mode de travail: Mixed**:
**Description**:
IMPORTANT

Location - Montreal

Bilingual required

Hybrid role - 2 to 3 days from the office are required

Top 3 skills sets and qualifications
- Availability,

technical skills (LAN and WAN technologies, VoIP, Security)

reliability

The Manager, Problem and Incident Management (Operations Service Center) is responsible for providing proactive or reactive solutions to prevent or resolve all aspects of "customer-related" problems. Our business model is customer-centric, with shared responsibility between service teams for managing customer issues. This transparent approach to customer service is a key factor in achieving industry-leading levels of customer satisfaction. From now on, our business strategy is to build on this solid base of loyal customers and promote our range of new IP and value-added services. The Manager, Problem and Incident Management plays a very important role and is an integral part of the end-to-end solution.

Main responsibilities:

- Available 7 / 24 for escalations.
- Take responsibility for solutions to improve the customer experience.
- Actively follow serious incidents through to resolution to meet expected indicators (EQS, OQS).
- Provide leadership and technical advice on serious incident conference calls.
- Demonstrate a proactive approach to eliminating problematic trends.
- Produce and review retrospective analyses in a timely manner.
- Facilitate governance meetings with various partners (Help Desk, Network and Field Services teams).
- Coordinate internal teams, partners and suppliers to establish communication and manage expectations.
- Ensure quality control of problem and incident management activities.
- Meet regularly with customer account managers to present problem management results and action plans.
- Keep internal business groups and senior management informed throughout the lifecycle of problem files.
- Identify service improvement opportunities and analyze risk assessments.
- The Manager, Incident Management is mandated to act as the single point of contact for all customer escalations and service assurance issues.

Essential qualifications:

- At least three years industry experience.
- Excellent knowledge of the telecommunications sector, including the following areas:

- Data centers
- Managed services (voice and data)
- LAN and WAN technologies
- Security solutions
- Voice over IP (VoIP)

Desired qualifications:

- Degree in electrical engineering, computer science or equivalent
- Certification training from Cisco, Juniper, F5 and similar network vendors
- Knowledge of Microsoft Office products
- Knowledge of ITIL fundamentals

**Etes-vous sûr?**:

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