Responsible for leading Multi-User Outage bridges, providing Management updates. Attending MUI/SEV reviews with Enterprise Incident Mgmt or other groups within account and vendors Partnering with EIM, Bell and other vendors to solve the incident (root cause) or establish a workaround Updating Management on incident status during a MUI Issuing Problem Statements. Identify the underlying causes of a problem, including problem identification, classification, diagnosis and closure. Manage internal and external vendors for incidents and problems ensuring service providers are escalating and communicating recovery efforts appropriately. Proactively prevent the occurrence of problems through trend analysis, targeting preventative action and conducting regular problem reviews. Manage error control by progressing known errors until they are eliminated by the successful implementation of a Change request Back up to Change manager for vacations if needed. Must have the ability to understand customer needs in order to provide service excellence Must have experience in Contact Centre Technologies. Must have strong knowledge on ITIL practice. Must have excellent technical problem solving skills Must have excellent relationship building skills Must have previous facilitation and consulting experience Must have excellent communication skills Must have previous experience managing a team of individuals Must have 5+ years of experience solving technology incidents Must have 5+ years of experience with changes, change management Flexible to work as an on-call support upto 2 weeks in a month Contact Center technologies an asset, must have more than desktop experience: applications and/or infrastructure