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Technical Manager, IAM and Accounts Provisioning Operations

Bell

This is a Contract position in Ottawa region, ON posted August 3, 2017.

Req Id: 172904

Bell is a truly Canadian company with over 137 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.

Our Network team plans, designs, builds and operates Bell’s multi-billion dollar networks, including the continued expansion of our fibre optic network, HSPA+ and LTE — Canada’s largest and fastest wireless network.

The service we provide is the foundation of Bell’s competitive advantage and a critical step towards achieving Bell’s goal to be recognized by customers as Canada’s leading communications company.

The Applications Engineering and Support team within the Bell Network group, is responsible for the builds, integration, test & verification, delivery, deployment, transition to operations, Applications support, and maintenance & sustaining of diverse services for Identity and Access Management (IAM) and Accounts Provisioning applications and systems to government organizations and very large enterprises. These services are an integral part of e-Mail and Messaging solutions which consist of purpose-built, engineered, and scalable Service Implementations of COTS product softwares, middlewares, and custom configurations and Custom Softwares hosted on computing and storage platforms, and networking infrastructures within a comprehensive and sophisticated security architecture in dedicated DataCentres.

The IAM and Accounts Provisioning Operations function is situated at the head, or operations, -end of multiple infrastructure, services, applications providers, and other support services delivery functions; and, it ultimately determines the smooth, steady-state functioning of this aspect of the Service Implementation over the service life-cycle. Upstream functions ranging over Architects and System Designers, Technology Vendors, Infrastructures Providers, Custom Software Development, Systems Integrators, Test & Verification, Delivery and Deployment, Operations Centres, 3rd-Level Applications Support, SOC (Security Operations Centre), and Service Managers round out the ecosystem for this function.

Job Duties / Accountabilities:

The Technical Manager, IAM and Accounts Provisioning Operations leads the formation, resourcing, operations, capability and methods development, quality, sustainability, improvement and evolution of the Function to provide exceptional delivery of support services to valued Customers.

The IAM and Accounts Provisioning Operations function provides the day-to-day operation and assurance of the e-Mail and Messaging service for the thousands of Administrators, and the hundreds of thousands of Users which these Administrators on-board, enable, and serve including:

  • ongoing, dependable Operations Support;
  • the first level of responsive Technical Support to the Customer’s / Client’s Administrators, HelpDesks and End-Users making use of applications, tools, and automated workflows on the Self-Serve Portals;
  • timely fulfilment of Service Requests / Work Orders and Service Orders;
  • effective Incidents triage, Trouble-shooting and Remediations;
  • diagnosis and trouble investigations and problem analysis;
  • Escalations to the 3rd-Level Applications Support and SMEs Function and thereby to the appropriate Development Teams, as appropriate; and,
  • changes planning, introduction, and implementation;

Working Conditions:

The members of this Function, along with the Technical Manager, are expected and required to cover swing shifts that can range over:

  • most frequently, the Early Morning shift starting at 06h00 whenever Account Migrations and User On-boarding campaigns are in progress;
  • occasionally, work shifts fit into the span of the business-day hours across Canada; and,
  • rarely, by-appointment arrangements for other Customer / Client site locations.

Requirements:

  • Bachelors Degree with Major in Computer Science, Telecommunications, or ICT (information and communications technology).
  • Relevant work experience 10 years in the IT field, or (Software) Products Development, with a progression of positions that demonstrate advancement in the associated technology domains.
  • Minimum of 3 plus years of experience in a similar role, leading a team of technical resources providing support services delivery for business-critical systems.
  • Experience with enterprise Change Management and Incident Management ticketing systems
  • Pragmatic problem-solving and decision-making
  • Problem Investigations and Analysis; Case Management; and, Service Performance Reporting
  • Technical writing, illustrating, and communications in support of problem characterization, analysis, escalations, and procedures and practices development and enhancement.
  • Effective communications, relationship-building, and influencing others
  • Must possess and maintain a Government of Canada security clearance at Level (SECRET) or above, and be eligible for RCMP Reliability clearance.

Critical Qualifications / Competencies:

  • Knowledge, capability, and exposure to:
  • Secure messaging, e-mail, and communications systems, with some experience with the associated administration applications and tools
  • Automated systems for subscriber provisioning
  • Familiarity with software development systems and tools, development & test techniques and methods, experience with bug / defect and incident & problem tracking systems.
  • Real-world experience working with Software product Development teams.
  • Direct communications with e-Mail and Messaging Administrators, Service Operations Managers, Service Delivery Managers, and Service Managers.
  • Commitment to Learning across individual, team, and organizational levels.