Major Incident Manager Bell Business Markets
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Lead major incident response for Bell Business Markets in a hybrid Canadian position, using technical guidance and customer-focused service management.
As an Operations Service Desk Problem/Incident Manager, you support Managed Services customers during Day 2 activities. You manage customer-related problems and incidents across enterprise services, including networks, voice, security, and applications. Your work helps maintain service assurance and customer satisfaction through coordinated, end-to-end issue management.
Key Responsibilities:
- Act as escalation contact for customer service assurance issues
- Lead major incidents through their lifecycle to resolution
- Provide leadership and technical guidance during conference calls
- Coordinate communications among teams, partners, and suppliers
- Produce and review timely post mortem reports
Requirements:
- In-depth telecommunications industry knowledge
- Knowledge of data centers, LAN/WAN, VoIP, and security solutions
- Strong analytical and deductive reasoning capabilities
- Proven customer service skills and quality focus
- Advanced knowledge of Bell Business Markets products and services
Apply incident leadership, telecommunications expertise, and customer service skills to support Bell Business Markets and enterprise customers.
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