Major Incident Manager Bell Business Markets

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 issuesLead major incidents through their lifecycle to resolutionProvide leadership and technical guidance during conference callsCoordinate communications among teams, partners, and suppliersProduce and review timely post mortem reportsRequirements:
In-depth telecommunications industry knowledgeKnowledge of data centers, LAN/WAN, VoIP, and security solutionsStrong analytical and deductive reasoning capabilitiesProven customer service skills and quality focusAdvanced knowledge of Bell Business Markets products and servicesApply incident leadership, telecommunications expertise, and customer service skills to support Bell Business Markets and enterprise customers.
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