Incident Manager

Bell; Toronto; Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Mental health benefits

Bell discount 35%

Job summary

Bell is seeking an Operations Service Desk Problem/Incident Manager for its Canada Business Markets. You will own end‑to‑end problem and incident management, guiding major incidents from detection to resolution and ensuring customer satisfaction.

In this hybrid role based in Ontario, you’ll coordinate with diverse teams, produce post-mortem analyses, and drive service improvements while adhering to SLAs/SLOs for enterprise customers.

Qualifications

• In-depth knowledge of telecommunications, including data centers, managed services, LAN/WAN, security, VoIP.
• Proven customer service skills.
• Meticulous and delivers quality at all times.
• Strong analytical and deductive reasoning abilities.
• Technical knowledge of Bell Business Market products and services.
• A recognized leader with proven teamwork to create competitive advantage.

Responsibilities

• Available 7/24 for escalations.
• Lead to implement solutions to improve customer experience.
• Active participation on major incidents through lifecycle to meet SLA/SLOs.
• 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 partners.
• Coordinate with internal teams, partners and suppliers to manage communications.
• Ensure quality control on Problem/Incident activities.
• Meet with Customer Service Account Managers to present results and action plans.
• Provide communications to internal groups and executives throughout the lifecycle.
• Identify service improvement opportunities and analyze risk assessments.
• Incident Manager as single point of contact for customer escalations.

Skills

Customer service

Analytical skills

Leadership

Teamwork

Education

Electrical Engineering / Computer Sciences degree or equivalent

Tools

Cisco

Juniper

F5

Microsoft Office

ITIL Foundations

MicroStrategy

Job description

Req Id: 431602

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
  • 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

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 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 or visit our Accessibility page for other ways to contact us.

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