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# Incident Manager

- **Company:** Bell Partners Inc.
- **Location:** Mound, MN, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Wavelength-Division Multiplexing, Microsoft Office, MicroStrategy, SAP Sales and Distribution, Wide Area Networks, Juniper, Information Technology, Cisco, Servicenow
- **Published:** June 28, 2026
- **Apply:** https://www.juju.com/job/00000000gbhqzt

## About the Role

+ 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.

## Description

+ 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.


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