Incident Manager
Incident Manager
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Job Description
Req Id:423657
At Bell our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world innovative digital solutions and seamless customer experiences. Its all developed and delivered by the members of #TeamBell and were always on the lookout for people with great skills and experiences.
We value diversity and provide a supportive inclusive community where all team members can succeed. And through our commitment to environmental social and governance initiatives you will feel good about the greater impact you will have making every day better for people as they connect work learn and play.
Join us. You belong at Bell.
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 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. The Incident Manager 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
- Ability to deliver outstanding service in a constantly evolving environment
- Proven customer management skills and ability to implement solutions to improve the customer experience
- Meticulous and adheres to quality delivery at all times
- Active participation on Major 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.
- Act as the single point of contact for all customer escalations and service assurance related issues
- Proactive approaches to eliminate Problematic trends
- Produce and Review Post Mortem 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 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
- Provide communications to internal business groups and executives throughout the Problems record life cycle
- Identify service improvement opportunities and analyze Risk Assessments
- Available for escalations outside of business hours (on rotation)
Critical Qualifications
- 2 years or more industry experience
- Available on call
- Working knowledge of Maximo and Service Now Operational Tools
- English required: interaction with English speaking stakeholders across Canada
- Knowledge of telecommunications industry; More specifically in the following fields:
o Server management and storage
o Data Centers
o Managed Services (Voice and Data)
o LAN/WAN
o Shared Internet/BID
o SD WAN
o LTE/Wireless/Cradelpoint L950
o Applications (e-mail client-server applications guest captive portal etc.)
o Security Solutions
o Wi-Fi APs and WLCs
o UTM/ISE/wIPS
o SIPT BTCV VOIP
o ITIL V4 Foundations
Preferred Qualifications
- Computer Sciences degree or equivalent
- Certification training in Cisco Juniper F5 and similar Network Vendors
- MicroStrategy
- Microsoft Office products
- ITSM Framework and Best Practices
- SQL and Python scripting Big Data Analytics
#EmployeeReferralProgram
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 : New Brunswick : Fredericton
Canada : New Brunswick : Moncton
Canada : Newfoundland : St. Johns
Canada : Nova Scotia : Halifax
Canada : Ontario : Mississauga
Canada : Ontario : Ottawa
Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 06/12/2025
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.
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:
Manager
Employment Type
Full Time
