Bilingual Incident Manager / Manager, Client Service Operation

The Role

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.
• Establish and maintain open and clear communication with key stakeholders to facilitate timely and effective resolution of incidents.
• Follow up on tickets and take action to meet Service Agreements.

• Document troubleshooting steps and service restoration details.
• Conduct expert investigation and diagnosis of all incidents.
• Offer support to identify problems.
• Verify the adopted resolution with the end users or service manager and resolve the incidents that have been assigned.
• Report incidents that may violate service quality agreements to the Service Manager.
• Develop and maintain problem and incident management processes and procedures.
• Monitor the effectiveness of problem and incident management and recommend improvements.
• Analyze historical data to target and eliminate potential incidents before they occur.
• Limit the consequences of unavoidable incidents.
• Review incident data to analyze issues that have been assigned.
• Analyze problems to properly establish their priority and classification.
• Investigate problems that have been assigned in order to resolve them or find the root cause.
• Keep service managers informed of the resolution of the problem and the resulting consequences so that they can in turn inform the customers.
• Submit 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 year's 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
• Proficiency using Microsoft Office
• Excellent written and verbal communication skills
• Strong analytical and problem-solving 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