Incident & Problem Manager – 24/7 Operations Lead

Q9 Networks Inc.

Canada

Hybrid

CAD 90,000 - 130,000

Full time

6 days ago

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Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

35% service discount

Job summary

Bell Canada Business Market Enterprise segment seeks an Incident / Problem Manager to drive end-to-end problem and incident management for enterprise customers in a hybrid work setup across multiple Canadian locations. You will own major incident lifecycle, coordinate with service desks, network and field teams, and deliver proactive improvements to meet SLA/SLO targets.

Ideal candidates bring deep telecom experience, ITIL Foundations, strong leadership, and collaborative skills to influence

Qualifications

In-depth telecom industry knowledge across data centers, managed services, LAN/WAN, applications and security.
Proven customer service skills and commitment to quality delivery.
Strong analytical and deductive reasoning abilities.
Technical know-how of Bell Business Market products and services.
Demonstrated leadership and teamwork to gain competitive advantage.

Responsibilities

Available 7/24 for escalations and major incidents.
Lead incident lifecycle and coordinate with Help Desk, Network & Field Services.
Provide guidance on major incidents and post-mortem reviews.
Ensure quality control on Problem/Incident activities and reporting.
Regularly meet with Customer Service Account Managers to present results and action plans.