Incident Manager

Bell; Mississauga; Hybrid; CAD 70,000 - 110,000; Full time

Job summary

Join a forward-thinking company as an Incident Manager, where you'll play a crucial role in delivering exceptional customer service for enterprise-scale clients. This position offers the chance to work with cutting-edge technologies in IoT, Cloud, and Cyber Security, ensuring that customer issues are resolved effectively and efficiently. With a strong focus on innovation and customer satisfaction, you'll be part of a dynamic team that values diversity and collaboration. If you're passionate about making a difference and thrive in a fast-paced environment, this is the perfect opportunity for you to grow your career.

Benefits

Medical benefits

Dental benefits

Vision benefits

Mental health benefits

Employee discounts

Flexible work hours

Qualifications

• 2+ years industry experience required.
• Knowledge of telecommunications and managed services is essential.

Responsibilities

• Deliver outstanding service in a constantly evolving environment.
• Provide leadership on Major Incident conference calls.

Skills

Troubleshooting VOIP

IP Data Networks

Customer Management

Problem Management

Technical Guidance

Education

Computer Sciences degree

Tools

Maximo

Service Now

Microsoft Office

SQL

Python

Job description

Req Id: 423657

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 value diversity and provide a supportive, 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 VOIP and IP data networks. Knowledge of legacy voice and data technologies would also be beneficial.

Key Responsibilities

• Ability to deliver outstanding service in a constantly evolving environment

• Proven customer management skills and ability to implement solutions to improve the customer experience

• Meticulous and adheres to quality delivery at all times

• 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.

• Act as the single point of contact for all customer escalations and service assurance related issues

• 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

• Available for escalations outside of business hours (on rotation)

Critical Qualifications

• 2+ years or more industry experience

• Available on call

• Working knowledge of Maximo and Service Now Operational Tools

• English required: interaction with English speaking stakeholders across Canada

• Knowledge of telecommunications industry; More specifically in the following fields:o Server management and storageo Data Centerso Managed Services (Voice and Data)o LAN/WANo Shared Internet/BIDo SD WANo LTE/Wireless/Cradelpoint L950o Applications (e-mail, client-server applications, guest captive portal… etc.)o Security Solutionso Wi-Fi AP’s and WLC’so UTM/ISE/wIPSo SIPT, BTCV, VOIPo ITIL V4 Foundations

Preferred Qualifications

• Computer Sciences degree or equivalent

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

• MicroStrategy

• Microsoft Office products

• ITSM Framework and Best Practices

• SQL and Python scripting, Big Data Analytics

#EmployeeReferralProgram

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 : New Brunswick : Fredericton || Canada : New Brunswick : Moncton || Canada : Newfoundland : St. John's || Canada : Nova Scotia : Halifax || Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Quebec : Montreal

Work Arrangement: Hybrid

Application Deadline: 05/16/2025

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 (https://www.bce.ca/Accessibility_services/Accessibility_Feedback?brand=bce) or visit our Accessibility page (https://www.bce.ca/accessibility_services) 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 (https://www.phenom.com/talent-acquisition) ) to learn more about how we collect, use, and disclose your personal information.

Created: Canada, ON, Toronto

Bell, one of Canada's Top 100 Employers. (https://reviews.canadastop100.com/top-employer-bell?lang=en)