Incident Manager

Bell Canada; Mississauga; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Mental health support

35% Bell discount

Job summary

Bell Canada in Canada’s Business Market Enterprise segment seeks an Operations Service Desk Incident/Problem Manager to drive proactive and reactive solutions for customer issues. The role focuses on end-to-end problem management and accountability for customer satisfaction.

You will lead major incidents, collaborate with Help Desk, Network & Field Services, and ensure governance and clear communications with customers and stakeholders. This is a hybrid role in Canada.

Qualifications

• In-depth knowledge of telecommunications industry and related networks.
• Experience with data centers, managed services and LAN/WAN tech.
• Strong analytical skills and result-focused delivery.
• Leadership in cross-functional teams and customer-facing roles.

Responsibilities

• Available 7/24 for escalations.
• Lead major incidents through lifecycle to resolution.
• Provide leadership on Major Incident conference calls.
• Coordinate with partners and internal teams to communicate status.
• Produce and review Post Mortem reports promptly.
• Identify service-improvement opportunities and risks.

Skills

Data centers

Managed Services

LAN/WAN technologies

Security solutions

VoIP

Leadership & teamwork

Analytical skills

Bell Business Market products

Education

Electrical Engineering / Computer Sciences degree or equivalent

ITIL Foundations

Tools

Cisco Certifications

Juniper Certifications

F5 Certifications

Microsoft Office

Job description

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Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we're building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.

We believe in empowering people. That's why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you're inspired by innovation that advances how people connect and transforms what's possible, you belong on #TeamBell.

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 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
• Security Solutions
• VoIP
• 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
• 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

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.

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.

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. For a confidential inquiry, email your recruiter [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.

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