Senior Incident & Problem Manager
Bell
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Benefits offered by this job
Job summary
Bell Canada Business Market Enterprise is seeking an Operations Service Desk Incident Manager to deliver proactive and reactive solutions for customer-related problems. You will participate in major incidents, provide technical guidance, and drive continuous service improvement to achieve industry-leading customer satisfaction.
The role emphasizes deep telecom knowledge, cross-functional collaboration, and leadership in a hybrid work environment across Canada.
Qualifications
- In-depth knowledge of telecommunications industry; data centers, managed services (voice and data), LAN/WAN, applications, security, VoIP.
- Proven customer service skills and meticulous delivery.
- Strong analytical and leadership capabilities with teamwork.
Responsibilities
- Available 7/24 for escalations.
- Implement solutions to improve the customer experience.
- Lead major incidents and manage lifecycle to meet SLAs/SLOs.
- Provide leadership and technical guidance on Major Incident conference calls.
- Proactive approaches to eliminate problematic trends.
- Produce and review Post Mortem reports.
Skills
Education
Tools
Job description
Bell Canada Business Market Enterprise is seeking an Operations Service Desk Incident Manager to deliver proactive and reactive solutions for customer-related problems. You will participate in major incidents, provide technical guidance, and drive continuous service improvement to achieve industry-leading customer satisfaction.
The role emphasizes deep telecom knowledge, cross-functional collaboration, and leadership in a hybrid work environment across Canada.
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