Incident Manager [Bell Canada]

Req Id: 411640

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.

If you're ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.

Bell's Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell's network for our residential and business customers.

Within the Bell Canada Business Market Enterprise segment, Managed Services has the overall accountability to support our customers with Day 2 activities.

The Operations Service Desk Problem/Incident Manager is accountable to provide pro-active or re-active solutions for all the different aspects of Problems 'related to customers'. Our business model is highly customer-centric, with shared accountability between Service teams for managing customer issues. This seamless approach to customer service has been a key factor in achieving Industry-leading levels of customer satisfaction. Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new IP & Value Added Services. The Incident / Problem Manager plays a key role and is an integral part of the end-to-end solution.

Key Responsibilities

• The Incident Manager acts as the single point of contact for all customer escalations and service assurance related issues
• Responsible to implement solutions to improve the customer experience
• Active participation on major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution
• Proactive approaches to eliminate problematic trends
• Facilitate Governance meetings with various partners (Help Desk, Network & Field Services)
• Ensure quality control on Problem/Incident activities
• Available 7/24 for escalations
• Provide communications to internal business groups and executives throughout the Problems record life cycle
• Coordinate with internal teams, partners and suppliers to establish communications and manage expectations
• Identify service improvement opportunities and analyze Risk Assessments
• Meet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities
• Produce and Review Post Mortem Reports in a timely manner
• Ability to provide leadership and technical guidance on Major Incident conference calls.

Critical Qualifications

• VoIP
• In-depth knowledge of telecommunications industry; More specifically in the following fields:
• Security Solutions
• Applications (e-mail, client-server applications… etc.)
• 3 years or more industry experience
• Managed Services (Voice and Data),
• Data Centers
• LAN/WAN technologies

Preferred Qualifications

• Preferred Certification training in Cisco, Juniper, F5, and similar Network Vendors
• ITIL Foundations
• Preferred Electrical Engineering / Computer Sciences degree or equivalent
• Microsoft Office products
• MicroStrategy

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Adequate knowledge of French is required for positions in Quebec.

Additional Information

Position Type: ManagementJob Status: Regular - Full TimeJob Location: Canada : Quebec : Montreal || Canada : Quebec : Quebec City || Canada : Quebec : Verdun

Work Arrangement: Hybrid

Application Deadline: 08/31/2023

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.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

At Bell, we don't just accept difference - we celebrate it. We're committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected] .

Created: Canada, QC, Montreal

Bell, one of Canada's Top 100 Employers.