Job Description

As a member of the Network Platforms for Data, AI & Automations team, reporting to the Customer Reliability Engineer Senior Manager, the Customer Reliability Engineer will provide end-to-end support on all kind of request such as Incident, Problem and Service Request for NPDA² team. Customer Reliability Engineer will collaborate with multiple teams like our SRE team, infrastructure team, NAaS team, Service team, etc.

Key Responsibilities

• Handled all kind of operational requests for NPDA² team such as:

  • Incident
  • Problem
  • Service Request ( Access or other )
• Keep our documentation and processes always up to date.
• Ensure all issues are resolved in a timely manner.
• Keep management, team members and business stakeholders informed of critical issues.
• Participate in a 7/24 on-call support rotation.
• Facilitate and lead conversation with partners to unblock situation.
• When possible, provide solution to avoid re-occurrence.
• Delivery of high-quality work, on time and with little supervision.
• Provide status to customers of assigned support tickets.
• Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding our SLA.
   

Essential Skills

• Possess excellent communication and customer service skills.
• Bilingual, both written and spoken (English and French)
• 5+ years of experience in operational support
• Good knowledge of ITIL and Agile principle
• Strong interpersonal skills, with a demonstrated ability to make effective decisions while working under pressure.
• Able to identify and analyze complex issue, provide detailed description and deliver workaround / solution.
• Attention to detail, good analytical and problem solving skills and critical thinking.
• Ability to explain technical challenges and solutions to just about anyone,
  regardless of their background.
• Demonstrate the ability to organize, prioritize the work in a timely manner.

Preferred / Ideal Qualifications and Skills

• Knowledge of ONAP, Git, Java, Python, Kubernetes.
• Working experience with the major cloud hyperscalers such as Google, Amazon and Azure is a plus.
• Experience with Jira products
• Becomes easily familiar with new technologies.
• Able to be proactive in planning work to be done.
• Ability to work without supervision, ability to identify blockages in projects and take action by mobilizing resources to achieve objectives.
• Good understanding of Bell Business product such as: BID, IPVPN, SDWAN, etc
• Good understanding of Bell Canada organization.

#LI-GM

Bilingualism is required (English and French).