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, skilled 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 new 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

MicroStrategy

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 & PowerPoint)

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 MicroStrategy and programming languages

Government Security Clearance eligible

#EmployeeReferralProgram

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.

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].

Bell, one of Canada's Top 100 Employers.

#J-18808-Ljbffr

📌 Incident Manager (Ontario)
🏢 CareerBeacon
📍 Ontario