Incident Manager

Within the Bell Canada Business Market Enterprise segment, Managed Services has overall accountability for supporting our customers with Day 2 activities. The Incident and Change Manager is accountable for providing proactive or reactive 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. Eligible candidates must have a strong technical background and in-depth knowledge of troubleshooting VOIP and IP data networks. Knowledge of legacy voice and data technologies would also be beneficial.

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 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 prioritise 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.
• Analyse 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 for implementing solutions to improve the customer experience and provide proactive approaches to eliminate problematic trends.
• Facilitate governance meetings with various partners (Help Desk, Network and 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 analyse Risk Assessments.

Requirements:

• Preferred Electrical Engineering / Computer Science degree or equivalent.
• 4-7 years or more of 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 and 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.