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Service Portal Operations Lead
Bell Media
Ottawa, , Canada
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Bell is a truly Canadian company with over 136 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
The Information Technology team develops and maintains Bell’s internal systems and applications while also developing integrated technology solutions for customers across all lines of business.
The team manages Bell’s IT Infrastructure and the service availability of over 700 applications, including mission critical billing and service systems. The IT delivery teams drive the IT Work Program with over 60% of IT capital invested in initiatives that support business unit priorities and Bell’s strategic imperatives.
The portal operations lead will be a key resource in the development, maintaining, and continuously improving IT operations for the Bell service portal customers.
The resource is a leader with proven problem solving skills that span multiple domains. One who takes personal ownership of issues and problems and sees them through to completion. One who anticipates problems with process, capacity, problems, technology to ensure the highest quality portal experience for our Bell customers.
The Day 2 lead will be the go to person for:
• Setup and management of the operational framework for the Bell Canada service portal
• Closing incidents in a efficient and high quality manner
• Key liaison with the portal development team, other team leads and developers that integrate with the portal, change management, incident management (L0, L1, L2, and L3), configuration
• Provide assessments for operational requirements when required
• Ensure customer communications are handled efficiently and effectively (using varying means: email, phone calls, FAQs, etc.)
• Manage portal SLAs and ensure the highest uptime for the portal applications
• Lead, coach and mentor more junior operations team members
Requirements:
• 15 years working in a fast paced web development environment
• Managing at least 10 portal applications in operations mode
• Experience managing a team of developers
• QA experience is a plus
• Bilingual
• SECRET clearance (TOP SECRET preferred)
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Ottawa
Application Deadline: 2017-01-22
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, ON, Ottawa