24/7 Incident & Problem Manager

CareerBeacon; Toronto; Hybrid; CAD 90,000 - 140,000; Full time

Job summary

Bell Canada is seeking an Incident/Problem Manager to provide proactive and reactive solutions for customer-related problems. The role leads major incidents, communicates with executives, and coordinates across Help Desk, Network and Field Services to ensure SLA/SLO attainment.

Ideal candidates have ITIL Change Management experience, strong leadership, and excellent communication skills, with a background in telecom network security and data center environments.

Qualifications

• Engineering degree or equivalent preferred.
• Excellent oral and written communication skills.

Responsibilities

• Available 7/24 for escalations.
• Lead major incidents and guide cross-functional teams.
• Produce Post Mortem Reports in a timely manner.
• Coordinate with internal teams, partners and suppliers.

Skills

ITIL Change Management

Leadership

Customer service

Communication

Multitasking

Problem solving

Networking basics

Data Center knowledge

VoIP

Analytical thinking

Education

Electrical Engineering / Computer Sciences degree or equivalent

Tools

Cisco

Juniper

F5

MicroStrategy

Microsoft Office

ITIL Foundations

Job description

Bell Canada is seeking an Incident/Problem Manager to provide proactive and reactive solutions for customer-related problems. The role leads major incidents, communicates with executives, and coordinates across Help Desk, Network and Field Services to ensure SLA/SLO attainment.

Ideal candidates have ITIL Change Management experience, strong leadership, and excellent communication skills, with a background in telecom network security and data center environments.