Incident Manager

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City : Mississauga

Category : Other

Industry : Telecommunications

Employer : Bell

Req Id: 214874


Bell is a truly Canadian company with over 138 years of success. We are defined by the passion of our team members and their belief in our company's vast potential.

To ensure we continue to be recognized as Canada's leading communications company, we're committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.

If you're passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.

Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.


Within the Bell Canada Business Market, the Customer Service Operations has the overall accountability of technical troubles reported by clients for deployed customer solutions. Reporting to the Senior Manager of Customer Service Operations, this team performs assurance support activities for Bell Canada Wholesale Customers.


 Responsibilities/ Accountabilities: 

  • Incident Manager acts as the single point of contact for customer escalations and service assurance related issues
  • Follows major incidents and incidents in order to meet different metrics (SLA / SLO / OLA / QOS / KPI) up to its resolution
  • Manages technical and management conference bridges during incidents
  • Provides post-mortem, ensures content is delivered within prescribed time limits and follows associated actions
  • Participates in client meetings as required
  • Ensures that incident procedures are up-to-date, respected, understood, and recommends areas for improvement
  • Work with customers, internal teams, partners and suppliers to establish communicate and manage expectations.
  • Ensures quality control of incident tickets according to the points of improvement raised
  • Establish and maintain professional and productive relationships with our Customers' Management teams
  • Maintains high level of technical product knowledge with respect to Wholesale Service offerings
  • Identifies gaps, leads,  and/or training opportunities for technicians with Bell's Vendor Manager and Mangement of Help Desk Vendor


Critical Qualifications/Competencies: 

  • Proven customer management skills
  • Strong teamwork skills
  • 5 years of experience in a similar role
  • Meticulous and adheres to quality delivery at all times
  • Ability to deliver outstanding service in a constantly evolving environment
  • Ability to work under pressure
  • Strong problem-solving skills and a strong sense of analysis and deduction
  • Knowledge in networking (Dark Fiber, IPVPN, Next Generation Wavelength, EI/EIP and Legacy data/voice services)
  • Strong understanding of the telecommunications sector, including products, and regulatory issues
  • Knowledge of the core business processes and service organizations (ITIL, ISO)
  • Proven consulting, communication, negotiation and presentation skills at technical and  executive level
  • A recognized leader with a clear track record of using teamwork to create a competitive advantage
  • Proven coaching/training abilities
  • Creative and solution oriented


  • Bachelor's degree in telecommunications, IT or equivalent


Hours and availability:

  • Be available to work nights and weekends


Assets for this position:

  • Excellent understanding of Bell's key business processes
  • In-depth knowledge of legacy networks and IP
  • Customer facing skills and experience a must
  • Understanding of IT and application support




Bilingualism is an asset (English and French)


Additional Information:

Position Type: Management
Job Location: Canada : Ontario : Mississauga
Application Deadline: 10/31/2018

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


Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.


Created: Canada, ON, Mississauga

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