Incident Leader

This transparent approach to customer service is a key factor in achieving industry-leading levels of customer satisfaction. Going forward, our business strategy is to build on this strong base of loyal customers and promote our suite of new IP and value-added services. The Manager, Problem, and Incident Management plays a crucial role and is an integral part of the end-to-end solution.

Duties and Responsibilities:

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

Essential Skills and Abilities:
Excellent knowledge of the telecommunications industry including the following areas:
Data centers
Managed services (voice and data)
LAN and WAN technologies
Applications (email, client-server applications, etc.)
Security Solutions
Voice over IP (VoIP)
Proven customer service skills
Accuracy and ability to deliver quality at all times
Ability to maintain quality and efficiency in a fast-paced environment
Ability to work under pressure
Ability to multi-task, time management skills
Good analytical and deductive reasoning skills
Technical knowledge and extensive knowledge of Bell Business Markets products and services
Willingness to acquire and develop technical and business knowledge related to one or more customers
Excellent verbal and written communication skills
Proven leader with a track record of using teamwork to create a competitive advantage
Leadership skills, self-starter, team player
Required Knowledge and Education:
Degree in electrical engineering, computer science, or equivalent desired
Certification training from Cisco, Juniper, F5, and similar network vendors, desired
Knowledge of MicroStrategy application
Knowledge of Microsoft Office products
Knowledge of ITIL fundamentals



Advantages
_____________________________________________________________________________________________

Responsibilities
_____________________________________________________________________________________________

Qualifications
_____________________________________________________________________________________________

Summary
_____________________________________________________________________________________________

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.