24/7 Incident & Problem Manager - Service Assurance

Bell; City of Moncton; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Medical benefits

Dental benefits

Vision benefits

Mental health benefits

35% discount on our services

Exclusive partner offers

Job summary

Bell is seeking an Incident/Problem Manager within the Bell Canada Business Market Enterprise segment. You will own Day 2 activities, manage escalations, and drive problem resolution across data centers, voice and data services, and LAN/WAN environments. Hybrid work and cross‑functional governance are expected.

You will lead major incident calls, produce post-mortem reports, and coordinate with Help Desk, Network & Field Services, and partners to meet SLAs and ensure customer satisfaction.

Qualifications

• In-depth knowledge of telecom industry segments: Data Centers, Managed Services (Voice/Data), LAN/WAN.
• Experience with applications, security solutions, and VoIP.
• Proven customer service skills and attention to quality.

Responsibilities

• Available 7/24 for escalations and drive incident lifecycle to resolution.
• Lead major incident conference calls and guide technical teams.
• Identify service improvements and produce post-mortem reports.
• Coordinate with partners and internal teams to set expectations.
• Present results and action plans to Customer Service Account Managers.

Skills

Customer service

Analytical skills

Leadership

Quality delivery

Teamwork

Education

Electrical Engineering / Computer Sciences degree or equivalent

ITIL Foundations

Cisco/Juniper/F5 certification training

Tools

Cisco

Juniper

F5

Microsoft Office

MicroStrategy

Job description

Bell is seeking an Incident/Problem Manager within the Bell Canada Business Market Enterprise segment. You will own Day 2 activities, manage escalations, and drive problem resolution across data centers, voice and data services, and LAN/WAN environments. Hybrid work and cross‑functional governance are expected.

You will lead major incident calls, produce post-mortem reports, and coordinate with Help Desk, Network & Field Services, and partners to meet SLAs and ensure customer satisfaction.