BSS Application Support Lead

Eastlink

Designated office:

Young Tower

6080 Young Street

Halifax, NS

This position is:

On-site - working all 5 days per week in the Office

Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications and exclusive locally produced programming on Eastlink Community TV.

We embrace diversity, inclusion, equity and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.

Reporting to the Manager Business Support System, the BSS Application Support Lead will be responsible for leading the BSS Application Administration team in performing administration and support tasks for Business Support Systems. This role will work closely with various stakeholders in a collaborative manner to ensure that business application systems are maintained and supported in a manner that ensures efficient and effective service delivery to the business.

The BSS Application Support Lead must be knowledgeable about the Eastlink products and services and will manage processes and personnel to ensure service availability and seamless solution delivery.

The BSS Application Admin Team Lead works within a very dynamic and fast paced environment and should possess the ability to manage multiple assignments simultaneously, deal with tight deadlines, and manage within an ever changing

environment.

Key responsibilities:

• Manage application admin configurations, deployment of changes and upgrades using standard change management methodologies
• Manage incidents and requests in the team and ensure resolution within the service level agreement.
• Support the delivery of key technology projects.
• Perform problem analysis and resolution for complex application issues.
• Ensure applications proactive monitoring and overall process improvement.
• Coordinate with development team to provide technical support for all business support systems.
• Assess daily workload and ensure that all resources are being utilized optimally.
• Coordinate all administration and support activities within the team.
• Administer all implementation issues and generate short term and long-term resolution as well as preventive measures.
• Lead, motivate and mentor the BSS Application Administration team members.

Qualifications:

• University degree or equivalent experience
• Progressive customer support experience
• Systems support and administration skills.
• Previous telecommunication working experience is considered an asset
• Configurations Management and Process Flow experience is preferred
• Must have Strong analytic and deductive reasoning skills.
• Working knowledge of UNIX operating systems
• PL/SQL programming skills
• Must be self-motivated and work with minimal supervision.
• Effective in anticipating, preventing, identifying, and solving problems as necessary in an ever-changing environment
• Creative in developing solutions to business problems, and willing to consider non-traditional lines of thinking.
• Strong commitment to superior customer service
• Demonstrate solid judgement
• Leadership and decision-making skills
• Promote a positive work environment and understand the value of teamwork
• Flexible, adaptable and willingness to change

Why Choose Eastlink?

Eastlink operates in a culture of continuous improvement through listening, learning and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.

Get your career started with us and stay with us, your journey begins here!