Data and Voice Network Incident Manager, Client Service Operations

Bell; Ottawa; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading telecommunications company in Ottawa is looking for an Incident Manager to enhance customer satisfaction through proactive incident management and technical troubleshooting. The ideal candidate should have a strong background in telecommunications, excellent leadership skills, and be able to work autonomously. This full-time, hybrid position offers a competitive salary and comprehensive benefits including medical, dental, and mental health support.

Benefits

35% discount on services

Comprehensive medical and dental benefits

Flexible work hours

Qualifications

• In-depth knowledge of SDWAN, MPLS, Internet, SIP, Network Security, Data Center Technologies.
• Federal Government Secret Security Clearance required.
• 3+ years in the telecommunications industry preferred.

Responsibilities

• Act as the single point of contact for customer escalations.
• Provide communications during major incidents.
• Lead major incidents from initiation to resolution.
• Implement proactive solutions to improve customer experience.
• Facilitate governance meetings with partners.

Skills

Telecommunications knowledge

Leadership

Problem-solving

Communication skills

Technical troubleshooting

Education

Electrical Engineering/Computer Sciences degree or equivalent

Tools

Fortinet

Cisco

Juniper

F5

MicroStrategy

Job description

Overview

Req Id: 426461

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We provide a supportive and inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.

At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.

Summary

Within the Bell Canada Business Market Enterprise segment, Managed Services has the overall accountability to support our customers with Day 2 activities.

The Incident Manager is accountable to provide pro-active or re-active solutions for all the different aspects of problems related to customers. Our business model is highly customer-centric, with shared accountability between Service teams for managing customer issues. This seamless approach to customer service has been a key factor in achieving Industry-leading levels of customer satisfaction. Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new IP & Value Added Services. The Incident Manager plays a key role and is an integral part of the end-to-end solution.

Eligible candidates must have a strong technical background and in depth knowledge in troubleshooting SDWAN, Internet and MPLS services. Knowledge of legacy voice and data technologies would also be beneficial.

Responsibilities

• The Incident Manager acts as the single point of contact for all customer escalations and service assurance related issues
• Available 7/24 for escalations
• Provide communications to customers, internal business groups and executives during major incidents.
• Lead major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution
• Ability to provide leadership and technical guidance on Major Incident conference calls.
• Produce and Review Post Mortem Reports in a timely manner
• Responsible to implement solutions to improve the customer experience and provide proactive approaches to eliminate problematic trends
• Facilitate governance meetings with various partners (Help Desk, Network & Field Services)
• Ensure quality control on Problem/Incident activities
• Meet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities
• Identify service improvement opportunities and analyze Risk Assessments

Critical Qualifications

• Federal Government Secret Security Clearance
• Located in Ottawa, Ontario
• In-depth knowledge of telecommunications industry; More specifically in the following services: SDWAN; MPLS; Internet; SIP; Network Security; Data Center Technologies (VMs, SAN)
• Technical know-how and knowledge of telecommunications and IT products and services
• Interest in acquiring/growing technical and business knowledge relating to one or many customers
• Excellent oral and written communication skills
• A recognized leader with a proven track record of using teamwork to create a competitive advantage
• Leader, self-sufficient, and team player who can function autonomously.
• Knowledge and training required: Preferred Electrical Engineering / Computer Sciences degree or equivalent. Preferred Certification training in Fortinet, Cisco, Juniper, F5, and similar Network Vendors. MicroStrategy. Microsoft Office products. ITIL Foundations

Preferred Qualifications

• 3 years or more industry experience

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management

Job Status: Regular - Full Time

Job Location: Canada : Ontario : Ottawa

Work Arrangement: Hybrid

Application Deadline: 10/15/2025

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or [e-mail] to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.

Created: Canada, ON, Ottawa

Bell, one of Canada's Top 100 Employers.