Bilingual Incident Manager / Manager, Client Service Operation

Bilingual Incident Manager / Manager, Client Service Operation

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.

If you’re ready to bring game-changing ideas to life and join a community that values professional growth and employee wellness, we want you on the Bell team.

The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada’s Best National Network. We love to innovate, embrace big challenges, and live for the newest technology.

We are looking for a dynamic incident manager to join our Bell Mobility Radio operations team. In this role, you'll be in charge of leading the incident management process to resolution and restoring our Radio service operations swiftly. You will also log and categorize recurring incidents as problems to improve incident management protocols.

To be a successful incident manager, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.

Responsibilities

• Overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle or correct failures.
• Producing and presenting post incident reviews to be reviewed with customers.
• Collaborating with the operations teams to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found in systems.
• Establishing and maintaining open and clear communication with key stakeholders to facilitate timely and effective resolution of incidents.
• Following up on tickets and taking action to meet Service Agreements.
• Documenting troubleshooting steps and service restoration details.
• Conducting expert investigation and diagnosis of all incidents.
• Offering support to identify problems.
• Verifying the adopted resolution with the end users or service manager and resolving the incidents that have been assigned.
• Reporting incidents that may violate service quality agreements to the Service Manager.
• Developing and maintaining problem and incident management processes and procedures.
• Monitoring the effectiveness of problem and incident management and recommending improvements.
• Analyzing historical data to target and eliminate potential incidents before they occur.
• Limiting the consequences of unavoidable incidents.
• Reviewing incident data to analyze issues that have been assigned.
• Analyzing problems to properly establish their priority and classification.
• Investigating problems that have been assigned in order to resolve them or find the root cause.
• Keeping service managers informed of the resolution of the problem and the resulting consequences so that they can in turn inform the customers.
• Submitting change requests to the change management team as needed to resolve known issues.

Preferred Qualifications

• Bachelor's degree in information technology, engineering, or a related field.
• ITIL v3 Foundations certification at a minimum.
• At least three years' experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software including ITIL.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem-solving, analytical, and time-management skills.
• Experience in P25 public safety radio networks.
• Excellent written and verbal communication skills.
• Exceptional conflict resolution, negotiation and decision-making skills.
• Self-motivated and able to set priorities, meet deadlines and manage changing priorities.
• Proven ability to be flexible and work hard, independently and as part of a team, in a work environment with changing priorities and under high pressure.
• Results-oriented person who wants to work in a fast-paced environment and has a good tolerance for ambiguity.
• Proven ability to lead and influence people other than immediate reports by establishing an environment that fosters trust and mutual respect.
• Resource who contributes with his team to ensure coverage at all times.

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.