Incident Manager

CareerBeacon; Toronto; Hybrid; CAD 90,000 - 140,000; Full time

Job summary

Bell Canada is seeking an Incident/Problem Manager to provide proactive and reactive solutions for customer-related problems. The role leads major incidents, communicates with executives, and coordinates across Help Desk, Network and Field Services to ensure SLA/SLO attainment.

Ideal candidates have ITIL Change Management experience, strong leadership, and excellent communication skills, with a background in telecom network security and data center environments.

Qualifications

• Engineering degree or equivalent preferred.
• Excellent oral and written communication skills.

Responsibilities

• Available 7/24 for escalations.
• Lead major incidents and guide cross-functional teams.
• Produce Post Mortem Reports in a timely manner.
• Coordinate with internal teams, partners and suppliers.

Skills

ITIL Change Management

Leadership

Customer service

Communication

Multitasking

Problem solving

Networking basics

Data Center knowledge

VoIP

Analytical thinking

Education

Electrical Engineering / Computer Sciences degree or equivalent

Tools

Cisco

Juniper

F5

MicroStrategy

Microsoft Office

ITIL Foundations

Job description

Req Id: 432428

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.

If you're ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.

Bell's Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell's network for our residential and business customers.

Incident / Problem

The Operations 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.

Responsibilities/ Accountabilities

• 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
• Maintain quality and efficiency in a constantly evolving environment
• Ability to work under pressure
• Multitasking and time management
• Strong analytical skills with deductive reasoning capabilities
• Technical know-how and advanced knowledge of Bell Business Market 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 Cisco, Juniper, F5, and similar Network Vendors
  • MicroStrategy
  • Microsoft Office products
  • ITIL Foundations

Change Experience required

The successful candidate will be accountable for the following:

• Ensure all changes follow the defined change management process
• Educate and advocate the change management process to internal and external parties
• Provide quality customer service, answering customer enquiries and effectively handling any escalations
• Maintain strong working relationships with all the operational departments within the Change Management Process
• Point of escalations for changes at risk
• Drive the resolution of roadblocks by engaging appropriate teams required to solve problems in a timely manner. This includes escalating to various levels of management
• Create, maintain and communicate data required to track all changes
• Build and maintain daily and weekly reports

Competencies

• Working knowledge of ITIL Change Management process
• ITIL 4 Certification or in the process of completing
• Experience dealing with external customers, managing communications and facilitating meetings/conference calls
• Proficiency with Microsoft Office tools (Word, Excel & PowerPoint)
• Strong communications skills and ability to influence and engage cross-functional teams
• Strong organizational and prioritization skills

Preferred Qualifications

• Knowledgeable of network technologies and services (e.g IP, IPVPN, SDWAN,broadband)
• Working knowledge in MicroStrategy and programming languages
• Government Security Clearance eligible

#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 : Mississauga || Canada : Ontario : Toronto
Work Arrangement: Hybrid
Application Deadline: 10/15/2026

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.

At Bell, we don't just accept difference - we celebrate it. We're committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [e-mail] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [e-mail].

Bell, one of Canada's Top 100 Employers.