24/7 Incident & Problem Manager

Bell; Montreal (administrative region); Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Medical, dental, vision, mental health

Bell employee discount (35%)

Hybrid work arrangement

Job summary

Bell Canada is seeking an experienced Incident Manager in Montreal to support Day 2 activities for Bell Business Markets’ Enterprise segment. The role focuses on end‑to‑end incident and problem management to enhance service quality for enterprise customers.

You will lead major incident calls, coordinate with internal teams and partners, and deliver proactive improvements while aligning with SLAs/SLOs. The position is hybrid, based in Canada with optional relocation support.

Qualifications

• In-depth knowledge of telecommunications industry; data centers, managed services (Voice and Data), LAN/WAN technologies.
• Proven customer service skills.
• Meticulous and adheres to quality delivery at all times; strong analytical skills; technical know‑how and Bell Business Market products.

Responsibilities

• Available 7/24 for escalations
• Implement solutions to improve the customer experience
• Active participation on major incidents through their lifecycle to meet SLA/SLOs
• 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 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 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

Skills

Data Centers

Managed Services

LAN/WAN

Applications

Security Solutions

VoIP

Education

Electrical Engineering / Computer Sciences degree or equivalent

Tools

Cisco

Juniper

F5

MicroStrategy

Microsoft Office

ITIL Foundations

Job description

Bell Canada is seeking an experienced Incident Manager in Montreal to support Day 2 activities for Bell Business Markets’ Enterprise segment. The role focuses on end‑to‑end incident and problem management to enhance service quality for enterprise customers.

You will lead major incident calls, coordinate with internal teams and partners, and deliver proactive improvements while aligning with SLAs/SLOs. The position is hybrid, based in Canada with optional relocation support.