Incident Manager

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

Summary

Within the Bell Canada Business Market Enterprise segment, Managed Services has the overall accountability to support our customers with Day 2 activities. The Operations Service Desk Problem/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 / Problem Manager plays a key role and is an integral part of the end‑to‑end solution.

Key Responsibilities

• Available 7/24 for escalations


• Responsible to implement solutions to improve the customer experience


• Active participation on 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.


• Proactive approaches to eliminate problematic trends


• Produce and Review Post Mortem Reports in a timely manner


• Facilitate Governance meetings with various partners (Help Desk, Network & Field Services)


• Coordinate with internal teams, partners and suppliers to establish communications and manage expectations


• 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


• Provide communications to internal business groups and executives throughout the Problems record life cycle


• Identify service improvement opportunities and analyze Risk Assessments


• The Incident Manager acts as the single point of contact for all customer escalations and service assurance related issues

Critical Qualifications

• In-depth knowledge of telecommunications industry; More specifically in the following fields:
  
  
  
  • Data Centers
  
  
  • Managed Services (Voice and Data)
  
  
  • LAN/WAN technologies
  
  
  • Applications (e‑mail, client‑server applications… etc.)
  
  
  • Security Solutions
  
  
  • VoIP
  
  
  
  


• Proven customer service skills


• Meticulous and adheres to quality delivery at all times


• Strong analytical skills with deductive reasoning capabilities


• Technical know-how and advanced knowledge of Bell Business Market products and services


• A recognized leader with a proven track record of using teamwork to create a competitive advantage

Preferred Qualifications

• Preferred Electrical Engineering / Computer Sciences degree or equivalent


• Preferred Certification training in Cisco, Juniper, F5, and similar Network Vendors


• MicroStrategy


• Microsoft Office products


• ITIL Foundations

Adequate knowledge of French is required for positions in Quebec.

Additional Information

Position Type: Management

Job Status: Regular - Full Time

Job Location: Canada : Ontario : Toronto || Canada : Alberta : Calgary || Canada : New Brunswick : Moncton || Canada : Nova Scotia : Halifax || Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Quebec : Montreal

Work Arrangement: Hybrid

Application Deadline: 09/23/2026

Benefits

• Competitive salary


• Medical benefits


• Dental benefits


• Vision benefits


• Mental health benefits


• 35% discount on our services


• Access exclusive offers from our partners

Inclusion & Diversity

Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. 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.