Telecom Incident & Problem Manager — 24/7 Lead

Bell; Calgary; Hybrid; CAD 95,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Hybrid work arrangement

Employee discounts

Job summary

Bell Canada is seeking an Operations Service Desk Incident/Problem Manager to support Day 2 activities for enterprise customers. The role requires leading incident lifecycles, proactive problem resolution, and governance coordination with partners, while ensuring quality customer experiences and adherence to SLAs.

This management position is hybrid, based in Canada with 계속 opportunities across Bell offices.

Qualifications

• In-depth knowledge of telecommunications industry with focus on data centers, managed services, LAN/WAN, applications, security, VoIP.
• Proven customer service skills.
• Meticulous and adheres to quality delivery at all times.
• Strong analytical skills with deductive reasoning capabilities.
• Technical know-how and advanced knowledge of Bell Business Market products and services.

Responsibilities

• Available 7/24 for escalations.
• Lead incident management to meet SLA/SLOs.
• Provide leadership and technical guidance on major incidents.
• Coordinate communications with partners and internal teams.
• Produce and review post mortems in a timely manner.
• Facilitate governance meetings with partners.
• Identify service improvement opportunities.

Skills

Data Centers

Managed Services

LAN/WAN

Applications (e-mail, client-server)

Security Solutions

VoIP

Customer service skills

Analytical skills

Leadership

Education

Electrical Engineering / Computer Sciences degree

Tools

Cisco

Juniper

F5

Microsoft Office

ITIL Foundations

MicroStrategy

Job description

Bell Canada is seeking an Operations Service Desk Incident/Problem Manager to support Day 2 activities for enterprise customers. The role requires leading incident lifecycles, proactive problem resolution, and governance coordination with partners, while ensuring quality customer experiences and adherence to SLAs.

This management position is hybrid, based in Canada with 계속 opportunities across Bell offices.