{"id":1682085,"url":"https://alion.io/job/bell-incident-manager-3","title":"Incident Manager","company":{"id":46026,"name":"Bell","domain":"bell.ca","url":"https://alion.io/company/bell-ca","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":83000,"period":"year","method":"role_country_seniority_unknown","sample_n":127},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"MicroStrategy","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-01T00:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-10T01:05:28Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Req Id: 432428\nAt 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.\nIf 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.\nBell’s Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell’s network for our residential and business customers.\n\nIncident / Problem\nThe Operations Problem/Incident 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 / Problem Manager plays a key role and is an integral part of the end-to-end solution.\nResponsibilities/ Accountabilities\nAvailable 7/24 for escalations\nResponsible to implement solutions to improve the customer experience\nActive participation on major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution\nAbility to provide leadership and technical guidance on Major Incident conference calls.\nProactive approaches to eliminate problematic trends\nProduce and Review Post Mortem Reports in a timely manner\nFacilitate Governance meetings with various partners (Help Desk, Network & Field Services)\nCoordinate with internal teams, partners and suppliers to establish communications and manage expectations\nEnsure quality control on Problem/Incident activities \nMeet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities\nProvide communications to internal business groups and executives throughout the Problems record life cycle\nIdentify service improvement opportunities and analyze Risk Assessments\nThe Incident Manager acts as the single point of contact for all customer escalations and service assurance related issues\nCritical Qualifications\nIn-depth knowledge of telecommunications industry; More specifically in the following fields: Data Centers\nManaged Services (Voice and Data)\nLAN/WAN technologies\nApplications (e-mail, client-server applications… etc.)\nSecurity Solutions \nVoIP\n\nProven customer service skills\nMeticulous and adheres to quality delivery at all times\nMaintain quality and efficiency in a constantly evolving environment\nAbility to work under pressure\nMultitasking and time management\nStrong analytical skills with deductive reasoning capabilities\nTechnical know-how and advanced knowledge of Bell Business Market products and services\nInterest in acquiring/growing technical and business knowledge relating to one or many customers\nExcellent oral and written communication skills\nA recognized leader with a proven track record of using teamwork to create a competitive advantage\nLeader, self-sufficient, and team player who can function autonomously.\nKnowledge and training required: Preferred Electrical Engineering / Computer Sciences degree or equivalent\nPreferred Certification training in Cisco, Juniper, F5, and similar Network Vendors\nMicroStrategy\nMicrosoft Office products\nITIL Foundations\n\nChange Experience required\nThe successful candidate will be accountablefor the following:\nEnsure all changes follow the defined change management process\nEducate and advocate the change management process to internal and external parties\nProvide quality customer service, answering customer enquiries and effectively handling any escalations\nMaintain strong working relationships with all the operational departments within the Change Management Process\nPoint of escalations for changes at risk\nDrive the resolution of roadblocks by engaging appropriate teams required to solve problems in a timely manner. This includes escalating to various levels of management\nCreate, maintain and communicatedata required to track all changes\nBuild and maintain daily and weekly reports\nCompetencies\nWorking knowledge of ITIL Change Management process\nITIL 4 Certification or in the process of completing\nExperience dealing with external customers, managing communications and facilitating meetings/conference calls\nProficiency with Microsoft Office tools (Word, Excel & PowerPoint)\nStrong communications skills and ability to influence and engage cross-functional teams\nStrong organizational and prioritization skills\nPreferred Qualifications\nKnowledgeable of network technologies and services (e.g IP, IPVPN, SDWAN,broadband)\nWorking knowledge in MicroStrategy and programming languages\nGovernment Security Clearance eligible\n\nAdequate knowledge of French is required for positions in Quebec.\nAdditional Information:\nPosition Type: Management\nJob Status: Regular - Full Time\nJob Location: Canada : Ontario : Mississauga || Canada : Ontario : Toronto\nWork Arrangement: Hybrid\nApplication Deadline: 10/15/2026\nFor 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.\nPlease apply directly online to be considered for this role. Applications through email will not be accepted.\nAt 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.\nAccommodations 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  to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at .\nCreated: Canada, ON, Mississauga\nBell, one of Canada's Top 100 Employers.","description_format":"text","description_chars":6420,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Broadcasting","Mobile Networks","Broadband"],"lifecycle":[{"event":"open","at":"2026-10-02T09:47:17Z"}],"visa":[{"country":"CA","licensed_sponsor":true,"evidence":"Approved LMIA in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:10:52+00:00","sources":["ESDC: employers issued a positive LMIA"],"filings_for_role_12m":0}],"liveness":{"score":74,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.78,"p_room":0.945,"age_days":8,"expected_fill_days":15,"reasons":["conf:0","velocity","win:mid"],"computed_at":"2026-10-09T06:01:00Z"},"pay":null,"html_url":"https://alion.io/job/bell-incident-manager-3","json_url":"https://alion.io/job/bell-incident-manager-3.json","meta":{"generated_at":"2026-10-10T01:10:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2017,"day_limit":5000,"remaining_today":2983,"minute_limit":60,"resets_at":"2026-10-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":46026},"rest":"https://alion.io/mcp/rest/get_company?id=46026"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbell-incident-manager-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbell-incident-manager-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbell-incident-manager-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bell-incident-manager-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbell-incident-manager-3"}]}