Incident Manager

Within the Bell Canada Business Market Enterprise segment, Managed Services has the overall accountability to support our customers with Day 2 activities.

The Incident and Change 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 and Change Manager plays a key role and is an integral part of the end-to-end solution.

Requirements

Key Responsibilities

• Act as the single point of contact for all customer escalations and service assurance related issues
  
• Available 7/24 for escalations
  
• Provide communications to customers, internal business groups and executives during major incidents
  
• Lead 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
  
• Produce and Review Post Mortem Reports on time.
  
• Collaborate with stakeholders to identify, assess, and prioritize device change requests.
  
• Develop and implement change management plans, ensuring compliance with ITIL guidelines and best practices.
  
• Facilitate and oversee the execution of device changes, coordinating with technical teams to ensure minimal disruption to services.
  
• Analyze post-change outcomes, conducting root cause analysis of failed changes and identifying opportunities for improvement.
  
• Monitor and ensure ticket compliance, addressing any deviations or non-conformances.
  
• Provide regular status updates to senior management and key stakeholders.
  
• Responsible to implement solutions to improve the customer experience and provide proactive approaches to eliminate problematic trends.
  
• Facilitate governance meetings with various partners (Help Desk, Network & Field Services)
  
• 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.
  
• Identify service improvement opportunities and analyze Risk Assessments.
  

Requirement:

• Preferred Electrical Engineering / Computer Sciences degree or equivalent
  
• 3-5 years or more industry experience
  
• In-depth knowledge of the telecommunications industry; More specifically in the following fields:
  
• Managed Services (SDWAN, Voice, Wireless)
  
• VoIP (Cisco, Avaya, Mitel)
  
• LAN/WAN technologies (DWDM, MPLS, BID, Internet)
  
• Applications (e-mail, client-server applications… etc.)
  
• Managed Security Solutions (Cisco, Palo Alto, Fortinet)
  
• Server & Infrastructure Management
  

• Knowledge and training required:
  
• ITIL Foundation
  
• Preferred Certification training in Cisco, Palo Alto, Juniper, F5, and similar Network Vendors
  
• MicroStrategy
  
• Microsoft Office products