Back 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 solid 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. Requirements

Key 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 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 on time.
• 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 compliance, 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. Requirement
• Preferred Electrical Engineering / Computer Sciences degree or equivalent
• 3-5 years or more 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 & 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 Benefits

What We Offer
• Competitive salaries and comprehensive health benefits
• Flexible work hours and remote work options
• Professional development and training opportunities
• A supportive and inclusive work environment
• Access to cutting-edge technology and tools.

📌 Incident Manager (Bengaluru)
🏢 BCE Global Tech - A Bell Canada
📍 Bengaluru