Problem & Incident Manager, Managed Services

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City : Montreal

Category : Other

Industry : Telecommunications

Employer : Bell

Req Id: 214189


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 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 Problem Manager plays a key role and is an integral part of the end-to-end solution.


Responsibilities/ Accountabilities:

  • Accountable to implement solutions to improve the customer experience
  • Analyze, investigate and provide solutions eliminating problematic trends
  • Review Post Incident Reports, provide feedback in a timely manner
  • Facilitate governance review meetings with various partners (Help Desk, Network & Field Services)
  • Work with internal teams, partners and suppliers to establish communication, manage expectations and make sure Problem/Incident activities are completed
  • Review implemented Changes and perform trend analysis
  • Meet with Incident Managers or Customer Service Area 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 opportunities and creates Risk Assessments
  • Incident Manager acts as the single point of contact for customer escalations and service assurance related issues


Critical Qualifications/Competencies:

  • In-depth knowledge of telecommunications industry, more specifically in the following fields: Data Center, Managed Services (Voice and IP), LAN/WAN, Applications (e-mail, client-server applications, security, file server management)
  • Proven customer management skills
  • 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 analytical skills with deductive reasoning capabilities
  • Technical know-how: advanced knowledge of Bell Business Market products and services
  • Interest in acquiring technical and business knowledge relating to one or many customers
  • Good oral and written communication skills
  • Bilingual is an asset (reading and writing in both French and English)
  • A recognized leader with a clear track record of using teamwork to create a competitive advantage
  • Leader, self-reliant and team player who can function with little supervision or direction
  • Knowledge and training required:
    • Preferred Electrical Engineering degree or equivalent
    • Preferred Certification training in Cisco, Juniper, F5 and similar Network Vendors
    • MicroStrategy, Excel and PowerPoint


Experience required:

  • 5 years or more industry experience




Bilingualism is an asset (English and French)


Additional Information:

Position Type: Management
Job Location: Canada : Ontario : London || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Verdun
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, QC, Verdun

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