About this role
Req Id: 431088Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we're building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.We believe in empowering people. That's why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you're inspired by innovation that advances how people connect and transforms what's possible, you belong on #TeamBell.On the Bell Business Markets team, you'll be a vital part of making innovation happen for enterprise-scale customers. You'll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks. At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments. 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. Eligible candidates must have a strong technical background and in depth knowledge in troubleshooting VOIP and IP data networks. Knowledge of legacy voice and data technologies would also be beneficial. Key ResponsibilitiesAct 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 in a timely manner 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 compliancy, 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 Critical QualificationsPreferred Electrical Engineering / Computer Sciences degree or equivalent 3 years or more industry experience In-depth knowledge of telecommunications industry; More specifically in the following fields: Ma