Specialist, System Operations

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.

Bell Canada is one of Canada’s largest billers, and the IT Operations (Billing and Payments) team is accountable to ensure availability and reliability IT systems and processes that deliver Billing and Payments services for all lines of business and market segments. Complex end to end system solutions are supported by multiple service partners (Amdocs, CGI, Moneris, Intria, IBM, Financial Institutions, and others). The IT Operations team ensures that contractual services provided by these partners are delivered per SLA, and that they continue to meet or exceed business expectations.

IT Operations is currently seeking applicants for a Specialist, System Operations focused on Wireless billing incident and defect management. Reporting to the Senior Manager, Systems Operations (IT Billing Services) the individual’s primary focus of the role is to ensure a positive billing experience for wireless customers, and to ensure that related systems and processes effectively support business goals.

**Job Duties/Accountabilities**:
**Incident, Defect and Problem Management**
- Ensure timely identification and resolution of any incidents and problems that adversely impact the wireless customer billing experience.
- Engage and/or lead during high impact incidents and problems. Bring together virtual teams of experts to resolve problems impacting billing or ordering experience.
- Ensure impact and root cause of incidents and problems are understood, and ensure appropriate actions are taken to resolve and prevent recurrence through lessons learned.
- Effectively use situation management guidelines to communicate billing incidents to stakeholders.
- Identify negative trends in system performance, bill accuracy or timing.
- Work in partnership with Bell’s business representatives (Bell Mobility and Virgin) and service providers to prioritize incidents and defects for resolution. Working in partnership with Change and Release Management teams, schedule defect fixes as patches or as error content in major releases and provide forecasts of workload to the various testing teams whenever fixes must be tested prior to implementation.
- Ensure incident and problem management processes are efficient and effective by developing and continuously improve incident and problem management governance processes to ensure they evolve to meet changing business needs.

**Business and Vendor Liaison**
- Hold vendor accountable to deliver service that is equal to or exceeds agreed to service level agreements.
- Establish strong relationships with business and vendors and act as the escalation point between teams.
- Identify system opportunities that would reduce support effort and/or improve the customer wireless billing experience.

**Critical Qualifications/Competencies**:

- Excellent communication skills both written and verbal to manage and communicate high visibility problems to executives
- Understand and articulate IT concepts and issues from a business perspective
- Flexibility to manage ambiguity, uncertainty and changing priorities.
- Ability to effectively facilitate and coordinate meetings and to negotiate consensus from cross-functional teams
- Ability to understand complex IT issues and then communicate the issues and impacts in business language
- Strong analytical skills and willingness to proactively seek information
- The ability to effectively facilitate and coordinate meetings, and to negotiate consensus from cross-functional teams
- Willingness to manage own time, working extended hours when necessary to meet deliverables
- Proficiency using MS Office products (Excel, Word, PowerPoint)

**Preferred Qualifications /Competencies**:

- Experience in IT operations would be an asset.
- Knowledge of Billing systems
- ITSM (ITIL) knowledge or certification
- Post-secondary education, preferably in Business or Technology
- Business knowledge related to wireless billing, payments, call centre, retail and self-care channels

**Working Conditions**:

- Ability to efficiently work in virtual teams, handling multiple priorities.
- Fast paced, changing working environment, interfacing with a myriad of stakeholders
- Available to work occasional weekends and evenings when required

EmployeeReferralProgram

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 : New Brunswick : Moncton ||