Incident Manager

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re 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. That’s 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 you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #Team Bell.

On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll 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.

The Incident / Problem Manager plays a key role and is an integral part of the end-to-end solution.

Key Responsibilities

Available 7/24 for escalations

Responsible to implement solutions to improve the customer experience

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.

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

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‑mail, client‑server applications… etc.)

Security Solutions

VoIP

Proven customer service skills

Meticulous and adheres to quality delivery at all times

Strong analytical skills with deductive reasoning capabilities

Technical know‑how and advanced knowledge of Bell Business Market products and services

A recognized leader with a proven track record of using teamwork to create a competitive advantage

Preferred Qualifications

Preferred Electrical Engineering / Computer Sciences degree or…