Job Board - Job Detail: Bell Canada - Senior Consultant, Problem & Incident Management

Senior Consultant, Problem & Incident Management - Ottawa

Bell Canada

Ottawa, Ontario

Salary: Information not available

Req Id: 422966

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We value diversity and provide a supportive, inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

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.

Summary

This exceptional opportunity presents itself for a highly accomplished and technically proficient Senior Consultant in Problem Management to join our esteemed team. The successful candidate will be responsible for the strategic resolution of complex technical issues, driving continuous improvement within our telecommunications infrastructure, and ensuring the delivery of exceptional customer experiences. This role demands a deep understanding of telecommunications technologies, proven problem-solving abilities, and a commitment to collaborative teamwork.

Key Responsibilities

Conduct in-depth analyses of complex technical problems impacting telecommunications services, employing root cause analysis techniques such as the 5 Whys and fault tree analysis.
Develop and implement comprehensive solutions to rectify identified problems, ensuring minimal service disruption and maximum customer satisfaction.
Collaborate closely with cross-functional teams, including engineering, operations, and customer support, to effectively address and resolve escalated issues.
Document problem resolution processes and knowledge base articles, contributing to the continuous improvement of our problem management processes.
Monitor and analyze key performance indicators (KPIs) related to problem management, identifying trends and areas for optimization.
Proactively identify potential problems and implement preventative measures to minimize future incidents.
Provide technical guidance and mentorship to junior team members, fostering a culture of continuous learning and improvement.
Participate in regular team meetings and contribute to the development and refinement of problem management strategies.
Maintain up-to-date knowledge of industry best practices, emerging technologies, and relevant regulatory compliance requirements.
Responsible to implement solutions to improve the customer experience, leveraging data analysis and customer feedback.

Critical Qualifications

A minimum of eight years of progressive experience in a telecommunications environment, with a demonstrable track record of successfully resolving complex technical problems.
In-depth knowledge of telecommunications network architectures, including but not limited to, IP networks, MPLS, optical networks, and wireless technologies (4G/5G).
Extensive experience with various problem management methodologies and tools, including ITIL, ITSM frameworks, and incident management systems.
Proficiency in using network monitoring and diagnostic tools such as Wireshark, SolarWinds, or similar technologies.
A Bachelor's degree in Computer Science, Telecommunications Engineering, or a related field is required. A Master's degree is highly preferred.
Possession of relevant industry certifications such as ITIL Expert, CCNA, CCNP, or equivalent qualifications.
Exceptional analytical and problem-solving skills, with a proven ability to quickly identify and resolve complex technical issues.
Demonstrated ability to effectively communicate technical information to both technical and non-technical audiences.
Excellent written and verbal communication skills, with the ability to clearly articulate complex technical concepts.
Proven ability to work independently and as part of a team, contributing effectively to a collaborative and supportive work environment.

Preferred Qualifications

Experience with Agile methodologies and DevOps practices within a telecommunications context.
Familiarity with various scripting languages such as Python or Perl for automation and data analysis.
Experience with cloud computing platforms such as AWS, Azure, or Google Cloud.
Knowledge of data analytics tools and techniques for identifying trends and patterns in problem data.
Experience with machine learning algorithms for predictive maintenance and problem prediction.
Experience with network security protocols and best practices.
A strong understanding of various telecommunications protocols, including SIP, VoIP, and SS7.
Experience with network optimization techniques and capacity planning.
Familiarity with various telecommunications billing systems and processes.
Experience with customer relationship management (CRM) systems and processes.

Additional Requirements

Experience with implementing solutions using various programming languages such as Java, C++, or Python.
Proficient in using database management systems such as SQL Server, Oracle, or MySQL.
Experience with network virtualization technologies such as SDN and NFV.
Experience with various network security tools and technologies, including firewalls, intrusion detection systems, and VPNs.
Knowledge of various telecommunications standards and regulations.
Experience with performance monitoring and optimization tools.
Experience with developing and implementing automation scripts for network management tasks.
Experience with designing and implementing solutions for high-availability and disaster recovery.
Experience with various network topologies, including mesh, star, and ring networks.
Strong understanding of TCP/IP networking model and protocols.

#EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management

Job Status: Regular - Full Time

Job Location: Canada : Ontario : Toronto || Canada : Ontario : Ottawa || Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 05/23/2025

For 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.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.

Created: Canada, ON, Toronto

Bell, one of Canada's Top 100 Employers.

For any questions regarding this employer and the application process please contact:

Recruitment Team

Email: recruitment@bell.ca

Retail Team

Email: mitch.kimelman@bell.ca

For additional support, please visit Bell's Frequently Asked Questions de Bell.

https://jobs.bce.ca/bell/lp/Support%20%7C%20FAQs/350dafe3a523ea17/?locale=en_US]

About Bell Canada

Canada’s communications leader for 137 years, Bell continues to transform itself to provide more value to its customers and shareholders. Our goal is to be recognized by customers as Canada’s leading communications company. To achieve it, we rely on the efforts, engagement and expertise of our employees. Our 50,000+ team members are located across Canada, working in thousands of locations in urban and rural areas. Our diverse team is made up of individuals who are highly skilled in a broad range of jobs, working in an environment designed to nurture an engaged workforce and a performance-driven culture. We focus on attracting, developing, and retaining the best talent, as well as creating a positive employee experience that drives effectiveness and high performance in our evolving business environment. Through workplace wellness initiatives – including innovative mental health programs – and by celebrating diversity in the workplace, we reinforce our commitment to create an inclusive atmosphere for all team members.