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In order to meet the growing needs of our customers, we are constantly searching for dynamic, qualified individuals to join the CTC resource team. Currently, there are several career opportunities available at CTC. If you feel you satisfy the qualifications for one of the positions listed on this page, please send your CV to identifying the position(s) you are interested in. Qualified individuals will be contacted by our human resources department.
CTC006958 : ICN Service Assurance Manager
Location : Montreal, Quebec
Field : Problem / Incident Management (Customer Relations)
Position Type : Contract
Starting : November 1, 2022
Ending : October 31, 2023
Resources Required : 1
Position Description

The Information Technology team develops and maintains Client’s internal systems and applications while also developing integrated technology solutions for customers across all lines of business.

The team manages Client’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 Client’s strategic imperatives.

Position Description:

Successful candidate will be accountable to act as a SME in the ICN space to drive Incident, Change and Infrastructure Management used by internal resources to service and support our customers.

Name and Description of the Hiring Department: ICN Service Assurance

Join a fast-paced team driving continual proactive improvements in Incident Management, Change Management, Problem Management and Infrastructure Management for the ICN. The successful candidate will work within the team to manage all incidents, changes and problems affecting the ICN network as well as work on process improvements and reporting. The candidate will be a team player with a proven ability to gain consensus and provide exceptional communication at all levels within the company.

Job Duties/Accountabilities:

  • Drive resolution of incidents within their portfolio while providing clear and timely communications to affected stakeholders throughout
  • Represent Business approval for all change activity within their portfolio, ensuring risk is well understood and properly being managed
  • Ensure support partners keep current with knowledgebase and continuously seek hardening opportunities to address known infrastructure issues
  • Assist in resolution of Problem Records in partnership with OTSS Problem Management team
  • Help drive service improvement initiatives
  • Provide communications on incidents as required
  • Ensure adherence to Change Management embargos and restrictions on change during the year
  • Ensure incident, request, and problem management processes are followed as required and reviews reports/meets with support teams and/or application owners to prevent re-occurrence of the problem
  • Provide weekly status reports on service interruptions detailing root cause and resolution
  • Provide monthly metrics reporting on key service metrics
  • Available to provide support 7x24 in an on call rotation

Critical Qualifications/Competencies

  • Strong leadership skills – at least 3-5 years of incident management experience
  • Exceptional communication skills
  • Strong interpersonal skills
  • Excellent problem solving techniques and trouble analysis skills
  • Understanding of Problem, Incident and Change Management processes
  • Experience in process improvements
  • Working knowledge of MS Office Excel, Word, PowerPoint

Preferred Qualifications

  • Bilingual (English/French)
  • ITIL Certification
  • Prior experience in computer networking an asset

Working Conditions

  • May require evening and weekend work
  • Available to provide support 7x24 in an on call rotation

Bilingualism is an asset (English and French)