Senior Consultant, Problem & Incident Management

Bell; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A leading telecommunications company seeks a Senior Consultant in Problem Management to resolve complex issues and enhance customer experiences. This role involves collaborating with teams, analyzing KPIs, and mentoring junior staff while ensuring service reliability and customer satisfaction.

Benefits

Comprehensive benefits package

Health coverage

Discounts

Qualifications

• Minimum of eight years of experience in telecommunications.
• Deep knowledge of telecommunications network architectures.

Responsibilities

• Conduct in-depth analyses of complex technical problems.
• Develop and implement comprehensive solutions.

Skills

Problem Solving

Analytical Skills

Communication

Education

Bachelor's degree in Computer Science

Master’s preferred

Tools

Wireshark

SolarWinds

Job description

Req Id: 422966

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 the best network technologies in the world, innovative digital solutions, and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell, and we’re always on the lookout for people with great skills and experiences.

We value diversity and provide a supportive, inclusive community where all team members can succeed. Through our commitment to environmental, social, and governance initiatives, you will feel good about the impact you will have—making every day better for people as they connect, work, learn, and play.

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.

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

This exceptional opportunity is for a highly accomplished and technically proficient Senior Consultant in Problem Management to join our esteemed team. The successful candidate will be responsible for the strategic resolution of complex technical issues, driving continuous improvement within our telecommunications infrastructure, and ensuring the delivery of exceptional customer experiences. This role requires a deep understanding of telecommunications technologies, proven problem-solving abilities, and a commitment to teamwork.

Key Responsibilities

• Conduct in-depth analyses of complex technical problems impacting telecommunications services, employing root cause analysis techniques such as the 5 Whys and fault tree analysis.
• Develop and implement comprehensive solutions to rectify identified problems, ensuring minimal service disruption and maximum customer satisfaction.
• Collaborate closely with cross-functional teams, including engineering, operations, and customer support, to effectively address and resolve escalated issues.
• Document problem resolution processes and knowledge base articles, contributing to continuous improvement of problem management processes.
• Monitor and analyze KPIs related to problem management, identifying trends and areas for optimization.
• Proactively identify potential problems and implement preventative measures to minimize future incidents.
• Provide technical guidance and mentorship to junior team members, fostering a culture of learning and improvement.
• Participate in team meetings and contribute to problem management strategies.
• Maintain knowledge of industry best practices, emerging technologies, and regulatory requirements.
• Implement solutions to improve customer experience using data analysis and feedback.

Critical Qualifications

• Minimum of eight years of experience in telecommunications, with a proven record of resolving complex technical problems.
• Deep knowledge of telecommunications network architectures, including IP networks, MPLS, optical networks, and wireless technologies (4G/5G).
• Experience with problem management methodologies and tools like ITIL, ITSM, incident management systems.
• Proficiency with network monitoring tools such as Wireshark, SolarWinds, or similar.
• Bachelor's degree in Computer Science, Telecommunications Engineering, or related field; Master’s preferred.
• Relevant certifications such as ITIL Expert, CCNA, CCNP, or equivalent.
• Exceptional analytical and problem-solving skills.
• Ability to communicate technical info effectively to technical and non-technical audiences.
• Strong written and verbal communication skills.
• Ability to work independently and collaboratively.

Preferred Qualifications

• Experience with Agile and DevOps in telecommunications.
• Knowledge of scripting languages like Python or Perl.
• Experience with cloud platforms such as AWS, Azure, Google Cloud.
• Data analytics skills for trend identification.
• Experience with machine learning for predictive maintenance.
• Knowledge of network security protocols.
• Understanding of telecommunications protocols like SIP, VoIP, SS7.
• Experience with network optimization and capacity planning.
• Familiarity with billing systems and CRM processes.

Additional Requirements

• Experience with programming languages like Java, C++, Python.
• Proficiency with database systems: SQL Server, Oracle, MySQL.
• Experience with SDN, NFV.
• Knowledge of security tools: firewalls, IDS, VPNs.
• Understanding of standards and regulations.
• Experience with performance monitoring and automation scripts.
• Knowledge of high-availability and disaster recovery solutions.
• Familiarity with network topologies: mesh, star, ring.
• Strong TCP/IP networking knowledge.

#EmployeeReferralProgram

French knowledge required for Quebec positions.

Additional Information:

Position Type: Management

Job Status: Full Time, Regular

Locations: Toronto, Ottawa, Montreal (Hybrid work arrangement)

Applicants must be based in Canada and report to an office at least 3 days/week. Flexible hours based on business needs.

Apply online only. No email applications.

We offer a comprehensive benefits package, including health coverage, discounts, and more. We support an inclusive workplace and accommodations during the hiring process. For inquiries, contact [e-mail].

Created: Toronto, ON, Canada

Bell, one of Canada's Top 100 Employers.