24/7 Incident & Problem Manager — IT Service Leader

Bell; Halifax; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Mental health benefits

Bell employee discount (35%)

Hybrid work arrangement

Job summary

Bell is hiring an Operations Service Desk Incident Manager to oversee Day 2 activities for enterprise customers. You will lead major incident responses, provide technical guidance, and ensure customer satisfaction through proactive problem management.

The role requires deep telecom knowledge, strong leadership, and collaboration with internal teams. This hybrid, Canada-based position offers a path to impact digital services for Bell's business markets.

Qualifications

• In-depth knowledge of the telecommunications industry and related tech domains.
• Customer service excellence with a focus on incident management.
• Ability to lead and guide teams during major incidents and post-mortems.

Responsibilities

• Available 7/24 for escalations and major incidents.
• Lead lifecycle of major incidents to meet SLA/SLO targets.
• Provide technical guidance on incident calls and governance meetings.
• Coordinate with partners and internal teams to manage communications.
• Produce Post Mortem reports and identify service improvements.
• Act as single point of contact for customer escalations.

Skills

Telecom industry knowledge

Data Centers

Managed Services (Voice & Data)

LAN/WAN technologies

Applications (e-mail, client-server)

Security Solutions

VoIP

Customer service

Analytical skills

Leadership

Teamwork

Strong communication

Education

Electrical Engineering / Computer Sciences degree or equivalent

Cisco/Juniper/F5 certification training

Tools

MicroStrategy

Microsoft Office

Job description

Bell is hiring an Operations Service Desk Incident Manager to oversee Day 2 activities for enterprise customers. You will lead major incident responses, provide technical guidance, and ensure customer satisfaction through proactive problem management.

The role requires deep telecom knowledge, strong leadership, and collaboration with internal teams. This hybrid, Canada-based position offers a path to impact digital services for Bell's business markets.