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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 for a highly customer-centric business model, 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
- Active participation on major incidents through their lifecycle to meet expected SLA/SLOs up to resolution
- Provide leadership and technical guidance on Major Incident conference calls
- 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
- Meet with Customer Service Account Managers on a regular basis 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
- Knowledge in Data Centers
- Knowledge in Managed Services (Voice and Data)
- Knowledge in LAN/WAN technologies
- Knowledge in Applications (e-mail, client-server applications… etc.)
- Knowledge in Security Solutions
- Knowledge in 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
- Cisco
- Juniper
- F5
- Network Vendors
- MicroStrategy
- Microsoft Office products
- ITIL Foundations
Location
- Canada : Ontario : Toronto
- Canada : Alberta : Calgary
- Canada : New Brunswick : Moncton
- Canada : Nova Scotia : Halifax
- Canada : Ontario : Mississauga
- Canada : Ontario : Ottawa
- 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 benefits
- Dental benefits
- Vision benefits
- Mental health benefits
- 35% discount on Bell services
- Access to exclusive partner offers
About the Company
- 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.
Equal Opportunity
- 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.
- 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.
- For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements.
- If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.