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Operations Careers: Roles & Qualifications
Service Provisioning
and Assurance
Manager, Technical Support CP2
Roles
Top responsibilities
Key objectives
Interaction
Qualifications
Roles
- Manager, Technical Support — Transport, CP2
- There are other Manager, Technical Support positions, working on different types of technology (e.g. Switch, IP, Broad band)
- Location: Québec and Ontario
Top responsibilities
The 'Support - Transport' team is responsible for monitoring and assuming technical support of the network's transport and access technologies. They will proactively manage the technologies to prevent any major failures on the network. This team is part of the National Network Management district that is mainly accountable for service assurance and the network reliability (Québec, Ontario and Bell West).
Key objectives
- To work in close collaboration with operational forces to help resolve any equipment problems related to transport and access technologies
- To be ready to intervene at any time on customer service-related troubles
- To interface directly for Bell and BCH with all the external providers for problem resolution
- To ensure the complete and harmonious Introduction of new products, services and operational systems
- To evaluate and analyse vendors' technical bulletins and decide on which courses of actions to take
- To supply training/coaching sessions to operational forces and surveillance groups
- To validate technical training material from the vendors
Interaction
Working closely with the Operational Forces, the INPS team, IS/IT, Contracts and Equipment vendors, the support team is the first point-of-contact for any major problem that occurs on the network.
Qualifications
Critical Qualifications/Competencies:
- A strong knowledge of transport networks, such as SONET
- General knowledge of Bell's network operations processes
- Self-motivation and the ability to work with minimal guidance
- Excellent oral and written skills
- The ability to work effectively in an environment of change and ambiguity
- The ability to be a team player who is at ease sharing information and working in a team setting
- The ability to easily transfer knowledge
- The ability to effectively handle emergencies and crises
Preferred Qualifications/Competencies
- Basic knowledge of MS Office
- Some knowledge of IP and ADSL
- Fluency in both languages (English and French) is an asset for this position
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