Incident Manager
1 week ago
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.
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