Incident and Change Manager

4 weeks ago

Mississauga, Ontario, Canada Bell Canada Full time

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.

Summary

Within the Bell Canada Business Market Enterprise segment, Managed Services has the overall accountability to support our customers with Day 2 activities.

The Incident and Change 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 and Change Manager plays a key role and is an integral part of the end-to-end solution.

Eligible candidates must have a strong technical background and in depth knowledge in troubleshooting VOIP and IP data networks. Knowledge of legacy voice and data technologies would also be beneficial.

Key Responsibilities
  • Act as the single point of contact for all customer escalations and service assurance related issues
  • Available 7/24 for escalations
  • Provide communications to customers, internal business groups and executives during major incidents.
  • Lead 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.
  • Produce and Review Post Mortem Reports in a timely manner
  • Collaborate with stakeholders to identify, assess, and prioritize device change requests
  • Develop and implement change management plans, ensuring compliance with ITIL guidelines and best practices.
  • Facilitate and oversee the execution of device changes, coordinating with technical teams to ensure minimal disruption to services.
  • Analyze post-change outcomes, conducting root cause analysis of failed changes and identifying opportunities for improvement.
  • Monitor and ensure ticket compliancy, addressing any deviations or non-conformances.
  • Provide regular status updates to senior management and key stakeholders.
  • Responsible to implement solutions to improve the customer experience and provide proactive approaches to eliminate problematic trends
  • Facilitate governance meetings with various partners (Help Desk, Network & Field Services)
  • 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
  • Identify service improvement opportunities and analyze Risk Assessments
Critical Qualifications
  • Preferred Electrical Engineering / Computer Sciences degree or equivalent
  • 3 years or more industry experience
  • In-depth knowledge of telecommunications industry; More specifically in the following fields:
    • Managed Services (Voice and Data)
    • VoIP
    • LAN/WAN technologies
    • Applications (e-mail, client-server applications... etc.)
    • Security Solutions
    • Data Centers
  • Knowledge and training required:
    • ITIL Foundation
    • Preferred Certification training in Cisco, Palo Alto, Juniper, F5, and similar Network Vendors
    • MicroStrategy
    • Microsoft Office products

#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
Work Arrangement: Hybrid
Application Deadline: 06/08/2024

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, ON, Mississauga

Bell, one of Canada's Top 100 Employers.

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