Basic Information
Ref Number
Req_00081022
Last day to apply
18-Jul-2022
Primary Location
Ortigas Center
Country
Philippines
Job Type
Digital Solutions
Work Style
Hybrid
Description and Requirements
- This critical role provides the management presence and leadership during any network incident affecting TELUS services and customers.
- Responsible for Manage the status and restoration of all planned and unplanned equipment outages on the National TELUS Network by ensuring customer, employee, contractor and third party Incumbent/Interconnect carrier activities cause minimal detrimental impact to the delivery of TELUS network services.
- Provide effective, accurate and timely communication, both verbally and written, to internal stakeholders during network outages, degradations and threats. Provide high level summary event notifications at an Executive level during major or highly visible network incidents.
- Facilitate incident management technical and management bridges to drive down time to resolve for an incident Provide a 24 hour single point of contact for management support of core network activities and customer escalations.
- Liaise with consumer/client/business/partner solutions groups to facilitate effective communication between customer and network stakeholders. Work with other TELUS network teams ie: Assurance teams, Change Management, Surveillance teams, Field Technicians, to analyze network outages for root cause and create processes to eliminate repeat failures on the National network.
- Identify areas of opportunity to address gaps with processes, systems, and tools for driving efficiencies in day-to-day operations. Collaborate with subject matter experts on business requirements to introduce automation to tools and processes.
- Work with Problem Management to address Post Incident Review action items. Knowledge, Skills and Abilities (KSA) Intermediate knowledge and understanding of: Wireless Telecommunications (HSPA, LTE, 5GNR, IP) Wireline Telecommunications (GTD5, DMS, 5eSS, CS20 and STP services) IP related technologies (Transport network, Backbone routers, Core technologies) Incident Management Change Management Collaboration tools and trouble ticketing systems (LYNX, NuRemedy, Complete G Suite) Intermediate / strong technical and analytical skills.
- Requires judgment in making and owning technical decisions. Demonstrates excellent verbal and written communication skills (English and/or French) and effective presentation, process understanding and gap analysis; Systematic troubleshooting methodology, time management, prioritization.
- Intermediate ability to collaborate with a variety of diverse groups and teams (internal and/or external) to effectively resolve major network outages, degradations or threats.
- Ability to work shift work on a 24x7x365 12.5 hour shift rotation. Ability to prioritize multiple tasks, details and activities in a time sensitive and high pressure environment.
- Requires judgment in making and owning process decisions while being sensitive to organizational needs.
- Proven ability to effectively influence a multiple faceted workforce during situations with senior leader visibility.
- Education required Engineering or Computer Science university degree - mandatory
- Project Management Certification (PMP) - nice to have
- Agile scrum methodology - nice to have
- CCNA or CCNP - nice to have
Additional Job Description
TELUS Major Network Incident Management - TELUS Event Management (TEM) TEM TI Incident Management Analyst Purpose Working under TELUS Technology Excellence (CTE), the TELUS Event Management (TEM) team is responsible for managing and communicating major incidents in all parts of the TELUS data, voice and wireless networks.
EEO Statement
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.