Incident Manager

Req

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.

The Consultant Operational Support - Incident Manager plays a key role and is an integral part of the end‑to‑end solution, supporting our customers in a 24/7 environment. This individual is a key contributor and accountable to provide pro‑active and/or reactive solutions for all the different aspects of Incidences and Problems related to customer. Our business model is highly customer‑centric focused, with shared accountability between Service teams.

• 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 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

• 2yrs+ years or more industry experience
• Available on call
• Knowledge of telecommunications industry;
  More specifically in the following fields:
• Server management and storage
• Data Centers
• Managed Services (Voice and Data)
• LAN/WAN
• Shared Internet/BID
• SD-WAN
• LTE/Wireless/Cradelpoint L950
• Applications (e‑mail, client‑server applications, guest secured portals, etc)
• Security Solutions
• Wi‑Fi Access‑Points and Wireless Controllers
• ISE/WIPS/GUT
• SIP Tunneling, VoIP
• ITIL V4 Foundation
• Experience with ITSM tools such aas Maximo and Service Now

• Electrical Engineering / Computer Sciences degree or equivalent
• Certification training in Cisco, Juniper, F5, and similar Network Vendors
• Micro Strategy
• Microsoft Office products
• ITSM Framework and Best Practices
• SQL and Python scripting, Big Data Analytics

Adequate knowledge of French is required for positions in Quebec.

Position Type: Management

Job Status: Regular - Full Time

Job Location: Canada :
Quebec :
Montreal | Canada :
Ontario :
Ottawa | Canada :
Ontario :
Toronto

Work Arrangement: Hybrid

Final date to receive applications: 02/25/2026

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…