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

The Operations Incident/Problem 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

• 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
• Ability to 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
• The Incident Manager acts as the single point of contact for all customer escalations and service assurance related issues

Critical Qualifications

• In-depth knowledge of telecommunications industry; More specifically in the following fields:
  • Data Centers
  • Managed Services (Voice, Data and Security),
  • LAN/WAN technologies
  • Applications (e-mail, client-server applications… etc.)
  • Security Solutions
  • Meraki Solutions
  • VoIP
  • SD WAN
  • Cisco Enterprise Network Compute System (ENCS)
  • Cisco DNA Center
• Proven customer service skills
• Meticulous and adheres to quality delivery at all times
• Maintain quality and efficiency in a constantly evolving environment
• Ability to work under pressure
• Multitasking and time management
• Strong analytical skills with deductive reasoning capabilities
• Technical know-how and advanced knowledge of Bell Business Market products and services
• Interest in acquiring/growing technical and business knowledge relating to one or many customers

• Excellent oral and written communication skills
• A recognized leader with a proven track record of using teamwork to create a competitive advantage
• Leader, self-sufficient, and team player who can function autonomously

Knowledge and training required:

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

Experience required:

• 5 years or more industry experience

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