Req Id: 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 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. 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

📌 Incident Manager (Toronto)
🏢 CareerBeacon
📍 Toronto