Incident Manager

• Act as the single point of contact for all customer escalations and service assurance related issues

• Proactive approaches to eliminate Problematic trends

• Produce and Review Post Mortem Reports in a timely manner

• Facilitate Governance meetings with various partners (Help Desk, Network & Field Services)

• Coordinate with internal teams, partners and suppliers to establish communications and manage expectations

• Ensure quality control on Problem/Incident activities

• Provide communications to internal business groups and executives throughout the Problems record life cycle

• Identify service improvement opportunities and analyze Risk Assessments, For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

• Ability to deliver outstanding service in a constantly evolving environment

• Proven customer management skills and ability to implement solutions to improve the customer experience

• Meticulous and adheres to quality delivery at all times

• Active participation on Major Incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution

• Ability to provide leadership and technical guidance on Major Incident conference calls., + 5+ years or more industry experience

• Available on call

• Knowledge of telecommunications industry; More specifically in the following fields:

• DWDM

• Managed Services (Voice and Data)

• LAN/WAN

• Shared Internet/BID

• SD WAN

• ITIL V4 Foundations

• Working knowledge of Maximo and Service Now Operational Tools

Preferred Qualifications

• Electrical Engineering / Computer Sciences degree or equivalent

• Certification training in Ciena, Cisco, Juniper, similar Network Vendors

• MicroStrategy

• Microsoft Office products

• ITSM Framework and Best Practices

Adequate knowledge of French is required for positions in Quebec.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you’ll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you’ll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.

We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.

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., Bell, one of Canada’s Top 100 Employers. (https://reviews.canadastop100.com/top-employer-bell?lang=en)