Senior Consultant, Problem and Incident Management
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Job Summary
Req Id:428733
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.
Summary
Within the Bell Canada Business Market Enterprise segment Managed Services has the overall accountability to support our customers with Day 2 activities. The Operations Service Desk Problem/Incident Manager is accountable to provide pro-active or re-active solutions for all the different aspects of Problems 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. TheIncident /Problem Manager plays a key role and is an integral part of the end-to-end solution.
Key Responsibilities
- Responsibleto implementsolutions to improve the customer experience
- Proactive approaches to eliminate problematic trends
- Produce and Review Post Incident Reports in a timely manner
- Facilitate Governance meetings with various partners (Help Desk Network & Field Services)
- Coordinate with internal teams partners and suppliers to establish communications and manage expectations
- Ensure Problem/Incident activities are being adequately managed
- Meet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities
- Provide communications to internal business groups and executives throughout the Problems record life cycle
- Identify service improvement opportunities and analyze Risk Assessments
- The Incident Manager acts as the single point of contact for all customer escalations and service assurance related issues
Critical Qualifications
- In-depth knowledge of telecommunications industry; More specifically in the following fields:
- Data Centers
- Managed Services (Voice and Data)
- LAN/WAN technologies
- Applications (e-mailclient-serverapplicationsetc.)
- Security Solutions
- VoIP
- Proven customer service skills
- Meticulous and adheres to quality delivery at all times
- Maintain quality and efficiencyin a constantly evolving environment
- Ability to work under pressure
- Multitasking and time management
- Strong analytical skills with deductive reasoning capabilities
- Technical know-how and advanced knowledge of Bell Business Market products and services
- Interest in acquiring/growingtechnical and business knowledge relating to one or many customers
- Excellentoral and written communication skills
- A recognized leader with a proven track record of using teamwork to create a competitive advantage
- Leader self-sufficient and team player who can function autonomously
- Knowledge and training required:
- Preferred Electrical Engineering/ComputerSciencesdegree or equivalent
- Preferred Certification training in Cisco Juniper Fortinetand similar Network Vendors
- MicroStrategy
- Microsoft Office products
- ITIL Foundations
Preferred Qualifications
- 5 years or more industry experience
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status:Regular - Full Time
Job Location: Canada : Ontario : Toronto
Canada : Ontario : Mississauga
Work Arrangement: Hybrid
Application Deadline: 06/07/2026
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 Toronto
Bellone of Canadas Top 100 Employers.
Required Experience:
Senior IC
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.
