Incident Manager
2 weeks ago
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.
**Summary**:
Le gestionnaire des incidents/problèmes opérationnels est chargé de fournir des solutions proactives ou réactives pour tous les différents aspects des problèmes "liés aux clients". Notre modèle d'entreprise est fortement axé sur le client, avec une responsabilité partagée entre les équipes de service pour la gestion des problèmes des clients. Cette approche transparente du service à la clientèle a été un facteur clé dans l'atteinte des niveaux de satisfaction des clients les plus élevés de l'industrie. Notre stratégie commerciale à venir consiste à tirer parti de cette solide base de fidélisation de la clientèle et de notre flux de nouveaux services IP et à valeur ajoutée. Le gestionnaire d'incidents et de problèmes joue un rôle clé et fait partie intégrante de la solution de bout en bout.
**Responsibilities**:
- Responsable de la mise en œuvre de solutions visant à améliorer l'expérience du client
- Participation active aux incidents majeurs tout au long de leur cycle de vie afin de respecter les SLA / SLO prévus jusqu'à la résolution.
- Capacité à fournir un leadership et des conseils techniques lors des conférences téléphoniques sur les incidents majeurs.
- Approches proactives pour éliminer les tendances problématiques
- Produire et examiner les rapports post-mortem dans les délais impartis.
- Faciliter les réunions de gouvernance avec les différents partenaires (Help Desk, Network & Field Services)
- Coordonner avec les équipes internes, les partenaires et les fournisseurs pour établir des communications et gérer les attentes.
- Assurer le contrôle de la qualité des activités liées aux problèmes et aux incidents.
- Rencontrer régulièrement les gestionnaires de comptes du service clientèle pour présenter les résultats et les plans d'action liés aux activités de gestion des problèmes.
- assurer la communication avec les groupes d'entreprises et les cadres internes tout au long du cycle de vie de l'enregistrement des problèmes
- Identifier les possibilités d'amélioration des services et analyser les évaluations des risques
- Le gestionnaire des incidents est le point de contact unique pour toutes les remontées des clients et les problèmes liés à l'assurance du service.
**Critical Qualifications**:
- Au moins 5 ans d'expérience en tant que gestionnaire d'incidents
- Compétences éprouvées en matière de service à la clientèle
- Méticuleux et respectueux de la qualité des livraisons à tout moment
- Maintien de la qualité et de l'efficacité dans un environnement en constante évolution
- Capacité à travailler sous pression
- Multitâche et gestion du temps
- Solides compétences analytiques et capacités de raisonnement déductif
- Intérêt pour l'acquisition et l'approfondissement des connaissances techniques et commerciales relatives à un ou plusieurs clients
- Excellentes aptitudes à la communication orale et écrite
- Leader, autosuffisant et ayant l'esprit d'équipe, capable de travailler de manière autonome.
**Knowledge and Training Required**:
- Experience required:5 years or more industry experience.
- 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
LI-SS1
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 : Don Mills || Canada : Ontario : Toronto
**Work Arrangement**: Hybrid
**Application Deadline**:11/30/2023
Created: Canada, ON, Mississauga
**Bell, one of **Canada's Top 100 Employers.
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