Incident Manager

BCE Inc. • $80K — $95K *
Mississauga, ON L4T 0A1In-Person
Telecommunications & Hardware
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years of experience in telecommunications, particularly in Data Centers, Managed Services, and LAN/WAN technologies.
  • Proven customer service skills with a focus on quality delivery.
  • Strong analytical skills and ability to work under pressure.
  • Technical expertise in Bell Business Market products and services.
  • Preferred degree in Electrical Engineering or Computer Sciences, with relevant certifications in networking.

Responsibilities

  • Be available 24/7 for escalations and major incident management.
  • Implement solutions to enhance customer experience and satisfaction.
  • Lead major incident conference calls, ensuring timely resolution.
  • Proactively identify and eliminate problematic trends in service delivery.
  • Produce and review post-mortem reports to analyze incidents and improve processes.
  • Facilitate governance meetings with various operational partners.
  • Coordinate communications and manage expectations with internal teams and external partners.

Benefits

  • Hybrid work arrangement with flexibility in hours.
  • Opportunity to work with a customer-centric team focused on high satisfaction levels.
  • Access to professional development and training opportunities.
  • Recognition as part of one of Canada's Top 100 Employers.
  • Strong emphasis on work-life balance.
Full Job Description
Req Id: 432428

Incident / Problem

The Operations 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.

Responsibilities/ Accountabilities
  • Available 7/24 for escalations
  • 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


Critical Qualifications

  • In-depth knowledge of telecommunications industry; More specifically in the following fields:
    • Data Centers
    • Managed Services (Voice and Data)
    • LAN/WAN technologies
    • Applications (e-mail, client-server applications... etc.)
    • Security Solutions
    • VoIP
  • Proven customer service skills
  • Meticulous and adheres to quality delivery at all times
  • Maintain quality and efficiency in a constantly evolving environment
  • Ability to work under pressure
  • Multitasking and time management
  • Strong analytical skills with deductive reasoning capabilities
  • Technical know-how and advanced knowledge of Bell Business Market products and services
  • Interest in acquiring/growing technical and business knowledge relating to one or many customers
  • Excellent oral and written communication skills
  • A recognized leader with a proven track record of using teamwork to create a competitive advantage
  • Leader, self-sufficient, and team player who can function autonomously.
  • Knowledge and training required:
    • 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


Change Experience required

The successful candidate will be accountable for the following:
  • Ensure all changes follow the defined change management process
  • Educate and advocate the change management process to internal and external parties
  • Provide quality customer service, answering customer enquiries and effectively handling any escalations
  • Maintain strong working relationships with all the operational departments within the Change Management Process
  • Point of escalations for changes at risk
  • Drive the resolution of roadblocks by engaging appropriate teams required to solve problems in a timely manner. This includes escalating to various levels of management
  • Create, maintain and communicate data required to track all changes
  • Build and maintain daily and weekly reports


Competencies

  • Working knowledge of ITIL Change Management process
  • ITIL 4 Certification or in the process of completing
  • Experience dealing with external customers, managing communications and facilitating meetings/conference calls
  • Proficiency with Microsoft Office tools (Word, Excel & PowerPoint)
  • Strong communications skills and ability to influence and engage cross-functional teams
  • Strong organizational and prioritization skills


Preferred Qualifications
  • Knowledgeable of network technologies and services (e.g IP, IPVPN, SDWAN,broadband)
  • Working knowledge in MicroStrategy and programming languages
  • Government Security Clearance eligible


#EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management Job Status: Regular - Full Time Job Location: Canada : Ontario : Mississauga || Canada : Ontario : Toronto
Work Arrangement: Hybrid
Application Deadline: 10/15/2026

For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

Created: Canada, ON, Mississauga

Bell, one of Canada's Top 100 Employers.

About BCE Inc.

BCE Inc., a telecommunications and media company, provides wireless, wireline, Internet, and television (TV) services to residential, business, and wholesale customers in Canada. It operates in three segments: Bell Wireless, Bell Wireline, and Bell Media. The Bell Wireless segment offers wireless voice and data communications products and services, including 40 live and on-demand channels on smartphones and tablets; roaming services; push-to-talk, field service management, worker safety, and mobility management tools and services; and asset management, smart buildings, smart cities, fleet management, and other Internet of Things services. The Bell Wireline segment provides data, including Internet access and Internet protocol television; and local telephone, long distance, and other communications services and products, as well as satellite TV and connectivity services. This segment also offers security and automation services for homes and businesses through its Bell Smart Home security and automation offering. The Bell Media segment provides conventional TV, specialty TV, pay TV, and streaming services; and digital media, radio broadcasting, out-of-home advertising, and sports and entertainment production services. BCE Inc. was founded in 1880 and is headquartered in Verdun, Canada.
Learn more about BCE Inc.
Size
49,781 employees
Market Cap
$40 billion
Industry
Transportation
5 Year Trend
+1.5%
NASDAQ
BCE
* Ladders Estimates

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