At a Glance
- Tasks: Lead incident management and improve customer experience with innovative solutions.
- Company: Join Bell, a top employer focused on connectivity and innovation.
- Benefits: Enjoy competitive salary, health benefits, and a 35% discount on services.
- Other info: Flexible hybrid work arrangement with excellent career growth opportunities.
- Why this job: Make a real impact in a diverse team driving digital transformation.
- Qualifications: Knowledge of telecommunications and strong customer service skills required.
The predicted salary is between 82800 - 101200 $ per year.
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.
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.
Summary: 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.
Key Responsibilities:
- Available 7/24 for escalations
- 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 and Data), LAN/WAN technologies, Applications (e‑mail, client‑server applications… etc.), Security Solutions, 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
Preferred Qualifications:
- 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
- Adequate knowledge of French is required for positions in Quebec.
Additional Information:
- Position Type: Management
- Job Status: Regular - Full Time
- Job 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 Arrangement: Hybrid
- Application Deadline: 11/06/2026
Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well‑being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.
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. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. 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.
Incident Manager employer: Bell
At Bell Canada, we pride ourselves on being an excellent employer that fosters a collaborative and innovative work culture. As a Senior Security Architect, you will benefit from ongoing professional development opportunities, competitive compensation, and a supportive environment that values your contributions. Located in a vibrant community, our team is dedicated to empowering employees to thrive while making a meaningful impact in the field of information security.
