Incident and Change Manager, CP2
Job Location:
Mississauga - Canada
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Req Id:431088
Connection is everything. It drives us to innovate explore and stay close to what matters to us most. At Bell were building a more connected future through world-class networks AI-powered solutions and digital experiences that elevate how people live work and play every day.
We believe in empowering people. Thats why we equip our teams with cutting-edge technology AI tools and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact If youre inspired by innovation that advances how people connect and transforms whats possible you belong on #TeamBell.
On the Bell Business Markets team youll be a vital part of making innovation happen for enterprise-scale customers. Youll deliver advanced solutions in areas such as IoT Mobility/5G Cloud Cyber Security Voice Collaboration & Contact Centre and Internet & Private Networks.
At Bell your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.
Within the Bell Canada Business Market Enterprise segment Managed Services has the overall accountability to support our customers with Day 2 activities.
The Incident and Change Manageris accountable to provide pro-active or re-active solutions for all the different aspects ofproblems related to customers. Our business model is highly customer-centric with shared accountability between Service teams for managing customer issues. This seamless approach to customer service has been a key factor in achieving Industry-leading levels of customer satisfaction. Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new IP & Value Added Services. The Incidentand ChangeManager plays a key role and is an integral part of the end-to-end solution.
Eligible candidates must have a strong technical background and in depth knowledge in troubleshooting VOIP and IP data networks. Knowledge of legacy voice and data technologies would also be beneficial.
Key Responsibilities
- Act as the single point of contact for all customer escalations and service assurance related issues
- Available 7/24 for escalations
- Provide communications tocustomersinternal business groups and executives during major incidents.
- Leadmajor incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution
- Ability to provide leadership and technical guidance on Major Incident conference calls.
- Produce and Review Post Mortem Reports in a timely manner
- Collaborate with stakeholders to identify assess and prioritize device change requests
- Develop and implement change management plans ensuring compliance with ITILguidelines and best practices.
- Facilitate and oversee the execution of device changes coordinating with technical teams to ensureminimal disruption to services.
- Analyze post-change outcomes conducting root cause analysis of failed changes and identifyingopportunities for improvement.
- Monitor and ensure ticket compliancy addressing anydeviations or non-conformances.
- Provide regular status updates to senior management and key stakeholders.
- Responsible to implement solutions to improve the customer experience andprovide proactive approaches to eliminate problematic trends
- Facilitategovernance meetings with various partners (Help Desk Network & Field Services)
- Ensure quality control on Problem/Incident activities
- Meet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities
- Identify service improvement opportunities and analyze Risk Assessments
Critical Qualifications
- Preferred Electrical Engineering / Computer Sciences degree or equivalent
- 3years or more industry experience
- In-depth knowledge of telecommunications industry; More specifically in the following fields:
- Managed Services (Voice and Data)
- VoIP
- LAN/WAN technologies
- Applications (e-mail client-server applications etc.)
- Security Solutions
- Data Centers
- Knowledge and training required:
- ITIL Foundation
- Preferred Certification training in CiscoPalo AltoJuniper F5and similar Network Vendors
- MicroStrategy
- Microsoft Office products
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status:Regular - Full Time
Job Location: Canada : Ontario : Mississauga
Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 07/13/2026
For work arrangements that are Hybrid successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We know that caring for our team members is at the heart of a healthy positive and thriving workplace. As part of our team youll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us youll be eligible for medical dental vision and mental health benefits that you can tailor to your specific needs. Plus as a Bell team member youll enjoy a 35% discount on our services and access exclusive offers from our partners.
At Bell we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued respected supported and that they belong.
Bell is committed to clarity in our hiring process. All roles posted are opportunities were actively recruiting for unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry email your recruiter or to make arrangements. If you have questions or feedback regarding accessibility at Bell we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect use and disclose your personal information.
Created: CanadaON Mississauga
Bellone of Canadas Top 100 Employers.
Required Experience:
Manager
About Company
Canada’s largest communications company, BCE leads the industry in providing advanced broadband communications networks and services to consumers and business customers across the country.
