Incident & Problem Manager — 24/7 Customer Impact Lead

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

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.