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About the Role
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. This role plays a key part in the end-to-end solution, leveraging a strong base of customer loyalty and new IP & Value Added Services.
Responsibilities
- Available 7/24 for escalations
- Implement solutions to improve the customer experience
- Actively participate in major incidents through their lifecycle to meet expected SLA/SLOs up to resolution
- Provide leadership and technical guidance on Major Incident conference calls
- Proactively 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
- Meet with Customer Service Account Managers regularly to present results and action plans related to Problem Management activities
- Provide communications to internal business groups and executives throughout the Problems record life cycle
- Identify service improvement opportunities and analyze Risk Assessments
- Act as the single point of contact for all customer escalations and service assurance related issues
Requirements
- In-depth knowledge of telecommunications industry, specifically in Data Centers, Managed Services (Voice and Data), LAN/WAN technologies, Applications (e-mail, client-server applications… etc.), Security Solutions, and 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
- A recognized leader with a proven track record of using teamwork to create a competitive advantage
- Adequate knowledge of French is required for positions in Quebec
Skills
- Telecommunications
- Data Centers
- Managed Services (Voice and Data)
- LAN/WAN technologies
- Applications (e-mail, client-server applications)
- Security Solutions
- VoIP
- Customer Service
- Analytical Skills
- Deductive Reasoning
- Teamwork
- Cisco
- Juniper
- F5
- MicroStrategy
- Microsoft Office products
- ITIL Foundations
Location
- Canada : Ontario : Toronto
- Canada : Ontario : Mississauga
- Canada : Quebec : Montreal
Work Type
- Hybrid
- Management
- Regular - Full Time
Education Level
- Preferred Electrical Engineering / Computer Sciences degree or equivalent
- Preferred Certification training in Cisco, Juniper, F5, and similar Network Vendors
- ITIL Foundations
Benefits
- Competitive salary
- Medical, dental, vision and mental health benefits
- 35% discount on Bell services
- Exclusive offers from partners
About the Company
- Connection is everything. Bell is building a more connected future through world-class networks, AI-powered solutions, and digital experiences.
- Bell believes in empowering people by equipping teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth.
- Bell Business Markets delivers advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.
- Bell is one of Canada's Top 100 Employers.
Equal Opportunity
- Bell is proud of its focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.
- Bell is committed to clarity in our hiring process.
- We also want to make sure that everyone has an equal opportunity to join our team.
- We encourage individuals who may require accommodations during the hiring process to let us know.