24/7 Incident & Problem Manager - Telecom Operations

Bell; Mississauga; Hybrid; CAD 90,000 - 150,000; Full time

Benefits offered by this job

Hybrid work arrangement

Medical, dental, vision benefits

35% service discount

Job summary

Bell Canada Business Markets invites an Incident/Problem Manager to oversee Day 2 operations for enterprise customers. You will own major incidents, drive proactive problem management, and coordinate with service teams and partners to uphold SLA/SLO targets.

Based in Canada with a hybrid work arrangement, you will influence service quality, risk assessments, and continuous improvement, reporting to the Bell Business Markets team.

Qualifications

• In-depth knowledge of telecoms, data centers, and managed services with strong SLA focus.
• Proven customer service skills and quality delivery mindset.
• Strong analytical and leadership capabilities for cross-team coordination.
• Technical know-how of Bell Business Market products and services; teamwork oriented.

Responsibilities

• Available 7/24 for escalations and major incidents lifecycle management.
• Lead incident conference calls and provide technical guidance.
• Coordinate with internal teams, partners, and suppliers.
• Produce post-mortem reports and drive improvements.
• Present results and action plans to Customer Service Account Managers.

Skills

Telecom industry knowledge

Data centers

Managed Services (Voice & Data)

LAN/WAN technologies

Applications (email, client-server)

Security solutions

VoIP

Customer service

Quality delivery

Analytical skills

Leadership & teamwork

Technical product knowledge

Education

Electrical Engineering / Computer Sciences degree or equivalent

Tools

Cisco Certification

Juniper Certification

F5 Certification

MicroStrategy

Microsoft Office

ITIL Foundations

Job description

Bell Canada Business Markets invites an Incident/Problem Manager to oversee Day 2 operations for enterprise customers. You will own major incidents, drive proactive problem management, and coordinate with service teams and partners to uphold SLA/SLO targets.

Based in Canada with a hybrid work arrangement, you will influence service quality, risk assessments, and continuous improvement, reporting to the Bell Business Markets team.