नोकरीचे वर्णन

Role overview

Bell is hiring an Incident Manager to support its Business Markets organization, helping enterprise and government customers maintain reliable service across advanced technology environments. The role sits within a team focused on delivering solutions in IoT, mobility and 5G, cloud, cyber security, voice, collaboration and contact centre services, as well as internet and private network offerings.

The position is part of Bell’s broader mission to build connected experiences through modern networks, AI-enabled solutions, and digital services. This is a management-level regular full-time position with a hybrid work arrangement.

Key responsibilities

Maintain strong service quality in a fast-changing operating environment.
Use customer management skills to help improve the customer experience through practical solutions.
Work with precision and ensure high standards of delivery at all times.
Take an active role in major incidents from start to finish so SLA and SLO targets are met through resolution.
Lead and provide technical direction during major incident conference calls.
Serve as the main contact for customer escalations and service assurance concerns.
Act early to reduce recurring problem trends.
Prepare and review post-mortem reports within required timelines.
Run governance meetings with partners such as Help Desk, Network Services, and Field Services.
Coordinate with internal teams, external partners, and suppliers to align communications and manage expectations.
Maintain quality control across problem and incident management activities.
Communicate with internal business teams and executives throughout the problem record lifecycle.
Spot opportunities for service improvement and assess related risks.
Be available for after-hours escalation support on a rotating basis.

Qualifications

At least 5 years of industry experience.
Availability for on-call support.
Working knowledge of the telecommunications sector, especially DWDM, managed voice and data services, LAN/WAN, shared internet/BID, and SD-WAN.
Familiarity with ITIL v4 Foundations.
Practical experience using Maximo and ServiceNow operational tools.
For roles based in Quebec, a sufficient level of French is required.

Preferred background

Degree in Electrical Engineering, Computer Science, or an equivalent field.
Training or certification exposure with network vendors such as Ciena, Cisco, or Juniper.
Experience with MicroStrategy.
Comfort using Microsoft Office applications.
Understanding of ITSM frameworks and best practices.

Additional information

Job status: Regular, full time

Position type: Management

Work arrangement: Hybrid. Candidates must be based in Canada and report to a Bell office at least 3 days per week.

Location options: Mississauga, Calgary, Mount Pearl, St. John's, Halifax, Ottawa, Toronto, or Montreal.

Application deadline: 07/09/2026

Work schedule note: Bell offers flexibility in working hours depending on business needs.

Hiring note: Applications are accepted directly online only; email applications will not be considered.

Benefits: The compensation package includes a competitive salary and a broad benefits offering. Eligible employees can access medical, dental, vision, and mental health coverage, with the ability to tailor benefits to individual needs. Team members also receive a 35% discount on Bell services and access to partner offers.

Inclusion and accessibility: Bell emphasizes an inclusive and accessible workplace and encourages candidates who need accommodations during hiring to contact the recruiter or [email protected] confidentially. Accessibility feedback options are also available.

Selection process note: Artificial intelligence may be used to evaluate parts of the application.

Created in: Canada, Ontario, Mississauga

Employer note: Bell is recognized as one of Canada’s Top 100 Employers.

Incident Manager