SummaryWithin 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 robust 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 ResponsibilitiesAvailable 7/24 for escalationsResponsible to implement solutions to improve the customer experienceActive participation on major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolutionAbility to provide leadership and technical guidance on Major Incident conference calls.Proactive approaches to eliminate problematic trendsProduce and Review Post Mortem Reports in a timely mannerFacilitate Governance meetings with various partners (Help Desk, Network & Field Services)Coordinate with internal teams, partners and suppliers to establish communications and manage expectationsEnsure quality control on Problem/Incident activitiesMeet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activitiesProvide communications to internal business groups and executives throughout the Problems record life cycleIdentify service improvement opportunities and analyze Risk AssessmentsThe Incident Manager acts as the single point of contact for all customer escalations and service assurance related issuesCritical QualificationsIn-depth knowledge of telecommunications industry; More specifically in the following fields:Data CentersManaged Services (Voice and Data)LAN/WAN technologiesApplications (e‐mail, client‐server applications... etc.)Security SolutionsVoIPProven customer service skillsMeticulous and adheres to quality delivery at all timesStrong analytical skills with deductive reasoning capabilitiesTechnical know-how and advanced knowledge of Bell Business Market products and servicesA recognized leader with a proven track record of using teamwork to create a competitive advantagePreferred QualificationsPreferred Electrical Engineering / Computer Sciences degree or equivalentPreferred Certification training in Cisco, Juniper, F5, and similar Network VendorsMicroStrategyMicrosoft Office productsITIL FoundationsAdequate knowledge of French is required for positions in Quebec.Additional InformationPosition Type: ManagementJob Status: Regular - Full TimeJob Location: Canada : Ontario : Toronto || Canada : Alberta : Calgary || Canada : New Brunswick : Moncton || Canada : Nova Scotia : Halifax || Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Quebec : MontrealWork Arrangement: HybridApplication Deadline: 09/23/2026BenefitsCompetitive salaryMedical benefitsDental benefitsVision benefitsMental health benefits35% discount on our servicesAccess exclusive offers from our partnersInclusion & DiversityBell 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 (Moncton)
🏢 Bell
📍 Moncton