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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.

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 setting
- Access to cutting-edge technology and tools.

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