Incident Manager

6 months 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 the Bell team.

The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada’s Best National Network. We love to innovate, embrace big challenges, and live for the newest technology

**The Role**:
We are looking for a dynamic incident manager to join our Bell Mobility Radio operations team. Inthis role, you'll be in charge of leading the incident management process to resolution and restoringour Radio service operations swiftly. You will also log and categorize recurring incidents asproblems to improve incident management protocols.

To be a successful incident manager, you should have an aptitude for picking up new technologiesand procedures. Ultimately, an outstanding incident manager should excel at multitasking andremain judicious during major incidents.

**Responsibilities**:

- Overseeing the incident management process and team members involved in resolving theincident.
- Responding to a reported service incident, identifying the cause, and initiating the incidentmanagement process.
- Prioritizing incidents according to their urgency and influence on the business.
- Producing documents that outline incident protocols such as how to handle or correct failures.
- Producing and presenting post incident reviews to be reviewed with customers.
- Collaborating with the operations teams to ensure that all protocols are diligently followed.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Adjusting the incident management process as required to ensure its effectiveness.
- Communicating with upper management if major issues are found in systems.
- Establish and maintain open and clear communication with key stakeholders to facilitate timelyand effective resolution of incidents.
- Follow up on tickets and take action to meet Service Agreements.
- Document troubleshooting steps and service restoration details.
- Conduct expert investigation and diagnosis of all incidents.
- Offer support to identify problems.
- Verify the adopted resolution with the end users or service manager and resolve the incidentsthat have been assigned.
- Report incidents that may violate service quality agreements to the Service Manager.
- Develop and maintain problem and incident management processes and procedures.
- Monitor the effectiveness of problem and incident management and recommend improvements.
- Analyze historical data to target and eliminate potential incidents before they occur.
- Limit the consequences of unavoidable incidents.
- Review incident data to analyze issues that have been assigned.
- Analyze problems to properly establish their priority and classification.
- Investigate problems that have been assigned in order to resolve them or find the root cause.
- Keep service managers informed of the resolution of the problem and the resultingconsequences so that they can in turn inform the customers.
- Submit change requests to the change management team as needed to resolve known issues.

**Preferred Qualifications**:

- Bachelor's degree in information technology, engineering, or a related field.
- ITIL v3 Foundations certification at a minimum
- At least three year's experience working in IT service management, or a similar role.
- Strong knowledge of IT service management software including ITIL.
- Ability to analyze a high volume of technical data and work in a fast-paced environment.
- Strong problem solving, analytical, and time management skills.
- Experience in P25 public safety radio networks
- Proficiency using Microsoft Office
- Excellent written and verbal communication skills
- Strong analytical and problem solving skills
- Exceptional conflict resolution, negotiation and decision-making skills
- Self-motivated and able to set priorities, meet deadlines and manage changing priorities
- Proven ability to be flexible and work hard, independently and as part of a team, in a workenvironment with changing priorities and under high pressure
- Results-oriented person who wants to work in a fast-paced environment and has a goodtolerance for ambiguity
- Proven ability to lead and influence people other than immediate reports by establishing anenvironment that fosters trust and mutual respect
- Resource who contributes with his team to ensure coverage at all times

EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**: Management
**Job Status**: Regular - Full Time
**Job Location**: Canada : On

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