Bell Canada – Incident Management

Website Bell

Job Description:

The Manager, Incident Management (Operations Service Center) is responsible for providing proactive or reactive solutions to prevent or address all different aspects of “customer related” problems. Our business model is customer-centric and provides for shared responsibilities between service teams, when it comes to managing customer issues. This transparent approach to customer service is a key factor in achieving the highest levels of customer satisfaction in the industry. From now on, our business strategy is to build on this solid base of loyal customers and on the promotion of our range of new IP services and value-added services. 

Job Responsibilities:

  • Take responsibility for solutions aimed at improving the customer experience.
  • Inform internal business groups and senior leaders throughout the life cycle of problem cases.
  • Identify opportunities for service improvement and analyze risk assessments
  • Actively monitor serious incidents until their resolution in order to respect the expected indicators (EQS, OQS).
  • Provide leadership and technical advice on conference calls regarding serious incidents.
  • Demonstrate a proactive approach to eliminate problematic trends.
  • Produce and review retrospective analyzes in a timely manner.
  • Facilitate meetings concerning governance with various partners (Assistance Center, Network and External Services teams).
  • Coordinate internal teams, partners and suppliers to establish communication and manage expectations.
  • Ensure quality control of problem and incident management activities.
  • Meet regularly with account managers to present results and action plans related to problem management.
  • The Manager, Incident Management is mandated to act as a single point of contact for all customer escalations and service assurance issues.

Job Requirements:

  • Proven customer service skills
  • Good analytical and deductive reasoning skills
  • Technical knowledge and in-depth knowledge of Bell Business Markets products and services
  • Willingness to acquire and perfect technical and business knowledge relating to one or more clients
  • Excellent verbal and written communication skills in English
  • Recognized leader with a proven track record in using teamwork to create competitive advantage
  • Leadership skills, autonomy, team spirit
  • Accuracy and ability to deliver quality at all times
  • Ability to maintain quality and efficiency in a constantly changing environment
  • Ability to work under pressure
  • Ability to multitask, time management skills

Qualification & Experience:

  • Degree in electrical engineering, computer science or equivalent, preferred
  • At least five years of industry experience
  • Knowledge of Microsoft Office products
  • Knowledge of the fundamental principles of ITIL
  • Certification training from Cisco, Juniper, and similar network vendors desired
  • Knowledge of the MicroStrategy application

Job Details:

Company: Bell

Vacancy Type: Full Time

Job Location:  Mississauga, ON

Application Deadline: N/A

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