Incident Manager - Montreal, Canada - Bell

Bell Montreal, Canada

1 month ago

Full time

Description

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 forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.

Summary

Within the Bell Canada Business Market Enterprise segment and 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 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.

Key Responsibilities

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
Available for escalations outside of business hours (on rotation)

Critical Qualifications

2 years or more industry experience
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
Bilingualism required: interaction with English and French speaking stakeholders across Canada

Preferred Qualifications/Competencies

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

#EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Quebec : Montreal || Canada : Quebec : Quebec City || Canada : Quebec : Verdun
Work Arrangement: Hybrid
Application Deadline: 05/10/2024

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 to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at

Created: Canada, QC, Montreal

Bell, one of Canada's Top 100 Employers.

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