Incident Manager

1 week ago


Montréal, Canada Bell Full time

Req Id: 416419

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
- 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**:03/12/2024

Created: Canada, QC, Montreal

**Bell, one of **Canada's Top 100 Employers.


  • Incident Manager

    3 weeks ago


    Montréal, Canada Bell Full time

    Req Id: 411171 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...


  • Montréal, Canada Intact Full time

    Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts. Feel empowered to learn and grow while being valued for who you are - here, diversity is a strength. You...

  • Incident Manager

    4 weeks ago


    Montréal, Canada soho square solutions Full time

    **Job Details** **WHAT WILL BE YOUR DAY-TO-DAY?** **The responsibilities of the incident manager include, but are not limited to the following**: - Lead conference calls, to send communications on major incidents follow up; - Ensure correct information in an Incident Report, listing all actions and taken decisions with approval from implicated and...

  • Incident Manager

    2 months ago


    Montréal, Canada Soho Square Solutions Full time

    **SKILLS AND QUALIFICATIONS**: **Must Have**: - Incident Management - Basic understanding of IT and infrastructure - Very strong oral and written communication skills - 3 to 5 years of experience in incident management **Nice to Have**: - Technical background/ education is preferred. **Languages**: - Fluent in both French and English **Job Type**:...

  • Incident Manager

    2 weeks ago


    Montréal, Canada Soho Square Solutions Full time

    **Job description** **SKILLS AND QUALIFICATIONS**: **Must Have**: - Incident Management - Basic understanding of IT and infrastructure - Very strong oral and written communication skills - 3 to 5 years of experience in incident management **Nice to Have**: - Technical background/ education is preferred. **Languages**: - Fluent in both French and...

  • Incident Manager

    3 weeks ago


    Montréal, Canada Soho SQS Full time

    Incident Management Basic understanding of IT and infrastructure Very strong oral and written communication skills 3 to 5 years of experience in incident management Nice to Have: Technical background/ education is preferred. Languages: Fluent in both French and English **Strong Hands-on on Incident calls, from insurance or Banking industry and French is a...

  • Incident Manager

    4 weeks ago


    Montréal, Canada Bell Canada Full time

    Req Id: 411640 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...

  • Incident Manager

    4 weeks ago


    Montréal, Canada Bell Full time

    Req Id: 417128 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...


  • Montréal, Canada National Bank of Canada Full time

    A career as an IT Major Incident Manager in the Operations, Infrastructure Delivery and IT Security Assets team at National Bank means acting as a leader for resolving major incidents that cause significant business impacts. It is through your experience in managing and coordinating technical bridges, detailed written communications and your IT knowledge...

  • Incident Manager

    2 weeks ago


    Montréal, Canada GSOFT Full time

    Company Description We’re GSoft, home to a family of software products that lay the groundwork for a better employee experience. Our goal is to make work simpler, kinder, and faster. Specifically, we help companies get the most out of Microsoft 365 with ShareGate. We help managers grow their teams with Officevibe. And we ensure every onboarding is a...


  • Montréal, Canada Desjardins Full time

    At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should...


  • Montréal, Canada Insight Enterprises Full time

    **Requisition Number**:97000** The Incident, Problem, and Queue Manager is responsible for owning incident, request and problem resolution, working collaboratively across multiple departments to identify root cause, identifying, recording and resolving problems, and for ensuring consistent and effective management of tickets and queues across the...


  • Montréal, Canada Transat A.T. inc. Full time

    Reporting to the VP ISD Operations, the incumbent is responsible for coordinating the ISD teams involved in the management of major IT incidents that impact Transat's critical information assets. The incumbent develops indicators to ensure the efficiency of processes and proposes actions to improve processes based on the analysis of performance...


  • Montréal, Canada Quanteam North America Full time

    **WHO WE ARE** Quanteam is an independent Financial Markets consulting company based in France, the UK, the USA, Canada, and Morocco. Our team of 800 employees supports Corporate and Investment Banks, Asset Management Companies, Insurance, and Corporate for their projects in SI transformation, technology innovation, financial engineering, and regulatory...


  • Montréal, Canada OneSpan Full time

    At OneSpan, we're reimagining trust to help businesses to thrive by enabling secure, compliant, and frictionless digital agreements and transactions. Across the globe, we are trusted by global enterprises, including more than 60% of the world's largest 100 banks, to enrich their customer experience and mitigate threats today, while preparing to take full...

  • Major Incident

    2 months ago


    Montréal, Canada Banque Laurentienne Full time

    Montreal- Information technologyFull Time- 26812- 17 November 2023*** **Seeing beyond numbers** **TM** - At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 3, 000 employees working together as One Team, to provide a broad...

  • Lead Consultant]

    3 days ago


    Montréal, Canada Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we...


  • Montréal, Canada Softbooker Technologies - Reservit Full time

    **Offre d’emploi**: Gestionnaire d’incidents / Incident Manager **Date d’entrée en poste**: Dès que possible **Lieu de travail**:384 Avenue Laurier Ouest - Télétravail possible **Horaire de travail**: 5 jours semaine **DESCRIPTION** Nous recherchons un(e) gestionnaire d'incidents dynamique pour rejoindre notre équipe. Dans ce rôle, vous...


  • Montréal, Canada BRP Full time

    The role of the Major Incident Coordinator - IS&T Operations Support is to ensure the management and coordination of major incidents to reduce service disruption whilst minimizing the impact on Operations. In this role, you will be required to take ownership of major incidents and manage multi-disciplinary and multi-vendor technical resources in crisis...


  • Montréal, Canada WSP Full time

    **WSP **is one of the world's leading professional services firms. Our purpose is to future proof our cities and environments. We have over 65,000 team members across the globe. In Canada, our 12,000+ people are involved in everything from environmental remediation to urban planning, from engineering iconic buildings to designing sustainable transportation...