Req Id: 432428
At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.

If you're ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.

Bell's Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell's network for our residential and business customers.
**Incident / Problem**
The Operations 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 recent IP & Value Added Services.

The Incident / Problem Manager plays a key role and is an integral part of the end-to-end solution.
**Responsibilities/ Accountabilities**
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
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
Micro

Strategy
Microsoft Office products
ITIL Foundations
**Change Experience required**
The successful candidate will be accountable for the following: Ensure all changes follow the defined change management process
Educate and advocate the change management process to internal and external parties
Provide quality customer service, answering customer enquiries and effectively handling any escalations
Maintain strong working relationships with all the operational departments within the Change Management Process
Point of escalations for changes at risk
Drive the resolution of roadblocks by engaging appropriate teams required to solve problems in a timely manner.

This includes escalating to various levels of management
Create,



maintain and communicate data required to track all changes
Build and maintain daily and weekly reports
**Competencies**
Working knowledge of ITIL Change Management process
ITIL 4 Certification or in the process of completing
Experience dealing with external customers, managing communications and facilitating meetings/conference calls
Proficiency with Microsoft Office tools (Word, Excel & Power

Point)
Strong communications skills and ability to influence and engage cross-functional teams
Strong organizational and prioritization skills
**Preferred Qualifications**
Knowledgeable of network technologies and services (e.g IP, IPVPN, SDWAN,broadband)
Working knowledge in Micro

Strategy and programming languages
Government Security Clearance eligible
#Employee

Referral

Program
Adequate knowledge of French is required for positions in Quebec.
**Additional Information:**
**Position Type:**
Management
**Job Status:**
Regular - Full Time
**Job Location:**
Canada: Ontario : Mississauga || Canada: Ontario : Toronto
**Work Arrangement:**
Hybrid
**Application Deadline:**
10/15/2026
For work arrangements that are ‘Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week.

Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.
**Please apply directly online to be considered for this role.

Applications through email will not be accepted.**
At Bell, we don't just accept difference - we celebrate it.

We're committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential.

We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

For a confidential inquiry, simply email your recruiter directly or
[email protected]
to make arrangements.

If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at
[email protected] .

Created: Canada, ON, Mississauga
**Bell, one of Canada's Top 100 Employers. (https://reviews.canadastop100.com/top-employer-bell?lang=en)**

📌 Incident Manager (Toronto)
🏢 Bell
📍 Toronto