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Senior Incident Manager

Telus Communications Company

This is a Contract position in Toronto, ON posted October 30, 2020.

Be proud to work at TELUS’ Command Centre!

Join our team

The TELUS Command Centre is the focal point for all incidents impacting our stakeholders. Our team is dedicated to monitoring and escalating major incidents that impact TELUS’ call center, field and digital applications. We collaborate with multiple technical and business teams to drive quick resolution and restore critical application functions, while adhering to the TELUS Incident Management process.

Here’s the impact you’ll make and what we’ll accomplish together

As a Senior Technology Specialist, you are a goal-orientated, highly motivated self-starter with a strong sense of customer service. You will leverage your technical acumen, creative problem-solving, collaboration and interpersonal skills to take on a broad array of challenges and deliver operational and customer service excellence. As a team member in this exciting and fast-paced environment, the Senior Technology Specialist will work on rotating 12-hour shifts supporting a 24×7 operation. You will be a key player in evolving and developing our incident management brand within TELUS and help to deliver high value processes and solutions.

Here’s how

  • While closely collaborating with a skilled, experienced and diverse group of team members you will:
    • Work on incident and problem detection via various monitoring tools to thwart issues before they impact TELUS or its clients
    • Be the owner of outages that you have detected or have been assigned to you by leading the collaboration between internal and external technical expert teams until a resolution is reached and service is recovered
    • Determine correct escalation paths where needed and ensure adequate support is provided to the teams fixing the issues
    • Provide status updates and written reports to our impacted customers, management and even our executive teams and will be accountable to ensure that resolver teams deliver on follow-up actions where required
  • You will participate in Change Management reviews and have the authority to approve emergency changes when needed and assist in the continuous improvement of TELUS Command Centre processes and procedures
  • Other daily operational tasks, duties and side projects will also be assigned to you
  • You’re the missing piece of the puzzle

    • You must hold a currently valid Secret Level 2 Security Clearance
    • You must be willing to work on rotating 12-hour shifts supporting 24×7 operations
    • You have 5+ years of hands-on experience supporting IT infrastructure/services in a complex IT environment
    • You have 3+ years of hands-on working with technologies used to support services in large and complex Data Centre environments
    • You are sought out for your strong understanding of ITILv3 or ITILv4 frameworks
    • You are known for your demonstrated ability to provide Incident Management support and resolution within large Data Centre environments in a timely manner
    • You are respected for your networking, interpersonal, decision making and oral and written communication skills, being highly customer-focused and able to lead technical calls with authority
    • You are proficient in Microsoft Office suite and Google suite

    Great-to-haves

    • Bilingualism in both French and English
    • Experience in IT Operations and/or Telecommunications
    • Experience of working in cross-functional teams
    • Knowledge of application architecture, networks, servers, databases, and storage
    • Knowledge of call centers, field work and digital applications

    Who is TELUS?

    We’re a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

    Everyone belongs at TELUS. It doesn’t matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

    Do you share our passion?

    At TELUS, you create future friendly® possibilities.

    At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.