Senior Incident & Problem Manager, 24/7 Operations

Bell Canada; Mississauga; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Mental health support

35% Bell discount

Job summary

Bell Canada in Canada’s Business Market Enterprise segment seeks an Operations Service Desk Incident/Problem Manager to drive proactive and reactive solutions for customer issues. The role focuses on end-to-end problem management and accountability for customer satisfaction.

You will lead major incidents, collaborate with Help Desk, Network & Field Services, and ensure governance and clear communications with customers and stakeholders. This is a hybrid role in Canada.

Qualifications

• In-depth knowledge of telecommunications industry and related networks.
• Experience with data centers, managed services and LAN/WAN tech.
• Strong analytical skills and result-focused delivery.
• Leadership in cross-functional teams and customer-facing roles.

Responsibilities

• Available 7/24 for escalations.
• Lead major incidents through lifecycle to resolution.
• Provide leadership on Major Incident conference calls.
• Coordinate with partners and internal teams to communicate status.
• Produce and review Post Mortem reports promptly.
• Identify service-improvement opportunities and risks.

Skills

Data centers

Managed Services

LAN/WAN technologies

Security solutions

VoIP

Leadership & teamwork

Analytical skills

Bell Business Market products

Education

Electrical Engineering / Computer Sciences degree or equivalent

ITIL Foundations

Tools

Cisco Certifications

Juniper Certifications

F5 Certifications

Microsoft Office

Job description

Bell Canada in Canada’s Business Market Enterprise segment seeks an Operations Service Desk Incident/Problem Manager to drive proactive and reactive solutions for customer issues. The role focuses on end-to-end problem management and accountability for customer satisfaction.

You will lead major incidents, collaborate with Help Desk, Network & Field Services, and ensure governance and clear communications with customers and stakeholders. This is a hybrid role in Canada.