Senior Incident Specialist (Halifax Regional Municipality)

Summary

We are looking for an agile Senior Incident Specialist to join the Bell Mobility Radio operations team. In this role, you will lead the incident management process to resolution and restore Radio service operations swiftly. You will also log and categorize recurring incidents as problems to improve incident management protocols.

Patience for picking up new technologies and procedures and the ability to multitask and remain judicious during major incidents are essential.

Key Responsibilities

• Oversee the incident management process and the team members involved in resolving incidents.
• Respond to a reported service incident, identify the cause, and initiate the incident management process.
• Prioritize incidents according to urgency and business impact.
• Produce documents outlining incident protocols and how to handle or correct failures.
• Prepare and present post‑incident reviews to customers.
• Collaborate with operations teams to ensure protocols are followed.
• Log all incidents and their resolutions to identify recurring malfunctions.
• Adjust the incident management process as required.
• Communicate with upper management when major issues are found.
• Maintain clear communication with stakeholders to resolve incidents timely.
• Follow up on tickets 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 resolution with end users or service managers.
• 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 these processes and recommend improvements.
• Analyze historical data to anticipate and eliminate potential incidents.
• Limit consequences of unavoidable incidents.
• Review incident data for analysis.
• Prioritize and classify problems appropriately.
• Investigate problems to resolve or find root causes.
• Keep service managers informed of resolution outcomes.
• Submit change requests to the change management team as needed.

Critical Qualifications

• Bachelor’s degree in information technology, engineering, or a related field.
• ITIL v3 Foundations certification.
• At least three years of experience in IT service management or a similar role.
• Strong knowledge of IT service management software and ITIL.
• Experience with P25 public safety radio networks.
• Ability to analyze a high volume of technical data and work in a fast‑paced environment.
• Solid problem‑solving, analytical, and time‑management skills.
• Excellent written and verbal communication skills.
• Conflict resolution, negotiation, and decision‑making skills.
• Self‑motivated with ability to set priorities and manage changing demands.
• Team‑player with experience working independently and collaboratively.
• Results‑oriented, tolerant of ambiguity, and able to lead and influence others.
• Proficient in Microsoft Office.

Other Requirements

• French language proficiency required for Quebec positions.

Equal Employment Opportunity

Bell welcomes and encourages applicants from diverse backgrounds, including people with disabilities. Accommodations are available for candidates during the selection process. Bell remains committed to an inclusive and accessible workplace.