Data and Voice Network Incident Manager, Client Service Operations

BCE; Ottawa; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading telecommunications company in Ottawa is looking for an Incident Manager to handle customer escalations and ensure service assurance. The ideal candidate has a strong technical background in telecommunications, experience with SDWAN, MPLS, and IT products, and solid leadership skills. This position offers a hybrid work model, competitive salary, and a comprehensive benefits package.

Benefits

35% discount on services

Comprehensive medical, dental, and vision benefits

Flexible work hours

Qualifications

• In-depth knowledge of telecommunications industry including SDWAN, MPLS, Internet, Network Security.
• Excellent oral and written communication skills.
• Experience in leading teams and autonomous functioning.

Responsibilities

• Act as the single point of contact for customer escalations.
• Lead major incidents through their lifecycle.
• Ensure quality control on Problem/Incident activities.

Skills

Customer Service

ABAP

Electronics Engineering

Large Account Management

Client Services

Education

Electrical Engineering / Computer Sciences degree or equivalent

Tools

Fortinet

Cisco

Juniper

F5

MicroStrategy

Microsoft Office

ITIL Foundations

Job description

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. Its all developed and delivered by the members of #TeamBell and were 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 youll be a vital part of making innovation happen for enterprise-scale customers. Youll 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.

Key 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 F5and 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 : 11 / 21 / 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 youll 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 youll be eligible for medical dental vision and mental health benefits that you can tailor to your specific needs. Plus as a Bell team member youll 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 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 f or 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 : CanadaON Ottawa

Bellone of Canadas Top 100 Employers.

Required Experience

Manager

Key Skills

Customer Service,ABAP,Apps,Electronics Engineering,Large Account Management,Client Services

Employment Type : Full Time

Experience : years

Vacancy : 1