Incident Manager

Bell Canada; Moncton; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading telecommunications company is seeking an Incident Manager in Moncton, New Brunswick. This role involves providing pro-active solutions for customer-related issues, managing major incidents, and ensuring quality service delivery. Candidates should have strong technical expertise in VOIP and data networks, along with excellent customer management skills. The position offers a hybrid work arrangement and opportunities for career growth within a dynamic team.

Benefits

Comprehensive compensation package

Medical, dental, vision and mental health benefits

35% Bell services discount

Qualifications

• 2+ years industry experience in telecommunications or related field.
• Ability to interact with English speaking stakeholders.
• Available on call for escalations outside of business hours.

Responsibilities

• Deliver outstanding customer service in a constantly evolving environment.
• Lead Major Incident conference calls.
• Produce and review Post Mortem Reports in a timely manner.
• Coordinate communications with internal teams and stakeholders.

Skills

Customer management skills

Problem-solving

Ability to provide leadership

Meticulousness

Education

Computer Sciences degree or equivalent

Tools

Maximo

Service Now

Microsoft Office

Job description

Overview

Req Id: 426049

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 network technologies, innovative digital solutions and seamless customer experiences. 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. Bell is a 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 in areas such as server management and storage, data centers, managed services (voice and data), LAN/WAN, SD WAN, LTE/Wireless, security solutions, Wi‑Fi, UTM/ISE/wIPS, SIPT, VOIP, 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

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: 09/23/2025

For work arrangements that are Hybrid, successful candidates must be based in Canada and report to a Bell office for a minimum of 3 days a week. Bell offers flexibility in work hours based on business needs.

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

We offer a comprehensive compensation package including a competitive salary and a wide range of benefits to support well-being. New team members are eligible for medical, dental, vision and mental health benefits and a 35% Bell services discount with exclusive partner offers. Bell is committed to an inclusive and accessible workplace where all team members feel valued and supported.

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]. If you have questions about accessibility, complete the Accessibility feedback form or visit the Accessibility page for other contact options. Artificial intelligence may be used to assess parts of your application. Please review our privacy policy to learn more about how we collect, use, and disclose personal information.

Created: Canada, ON, Toronto

Bell, one of Canada's Top 100 Employers.