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Incident Management (Technology Production)

Basic Information

Ref Number

Req_00134795

Primary Location

PH - Manila - Discovery

Country

Philippines

Work Style

Hybrid

Description and Requirements



Responsibilities:

  • Ensure flawless and consistent execution of rapid response to critical alerts/incidents 

  • Provide highly customer-focused leadership on tech bridges for P1/P2 incidents

  • Maintain a strong technical, end-to-end knowledge of complex digital systems (i.e., delivery pipeline and production stack)

  • Influence support teams to respond appropriately to customer demand

  • Perform tier 1 level system remediation responsibilities, including error log analysis and ensure proper support are identified and engaged, Moderate system/application maintenance and intervention

  • Some on-call work is expected

  • Interacts with other Tier 2, Tier 3 teams, project managers, Change Management, developers, Help Desk, etc.

  • Responsible for the monitoring of the Digital systems, Unix servers, databases, Weblogic, and production applications.

  • Responsible for Triage, resolve and escalate alerts/incidents in BMC Truesight/patrolagent, ITSM/Smart-IT, ServiceNow, Dynatrace, pagerduty

  • Responsible for monitoring and executing Production Batch Jobs using BMC Control M  (automated scheduling tools), Amdocs AMC and Maestro

  • Actively participate in production Release/PAM/Change meetings, approve and implement the team task to implement

  • Monitor Netbackup failures, Triage, resolve or escalate to Tier 3 team if necessary.

  • Responds to alarms and failures, following proper escalation procedures and documentation to achieve successful resolution and reduce downtime.

Skills & Qualifications

  • 1-2 years of experience working with Unix/Linux, Windows Servers, Backup/restore, Database, Cloud platform, Batch processing, Software/Application Development.

  • 1-2 years of experience with Monitoring and responding to alerts using enterprise grade monitoring tools such as BMC Truesight, Dynatrace, IBM Tivoli, HP Openview. New Relic, SolarWinds .etc

  • 1-2 years experience of using enterprise ITSM tools such as BMC Remedy/Smart-IT, Service Now, Jira service tools, Heat

  • Nice to have programming/coding knowledge for the web in languages such as nodejs, php, javascript, python 

  • Familiar with and understanding of internet, web service/applications, DNS, load balancer, Cloud platforms, API, Services Delivery Framework (SDF), Service Oriented Architecture (SOA), Firewall, IPV4, network, storage, VMWare, Google Cloud Platform, Kubernetes, Adobe Analytics ..etc

  • Familiar with ITIL methodology (certification not required but good to have) and Incident, Change, Problem and release management best practices

  • Excellent Analytics, problem solving and critical thinking skills

  • Excellent verbal and written communication skills

  • Ability to perform under high pressure and fast paced environments

  • Great work ethics, team player and collaborative

  • Good with using Office productivity tools such as Google Workspace (Chat, Sheet, docs, slides,,etc), Slack

  • Available to work 24x7 rotating shift work with some on call/overtime

  • 2 to 4 years Diploma or Degree in IT/Computer science or equivalent.

Additional Job Description

What You’ll Do

You’ll be part of a TELUS Command Centre team that provides 24/7 Monitoring and Triage for all TELUS applications, servers, infrastructure, Google Cloud and Customer Digital Experience related alerts/incidents. You will mitigate risk to our customers by providing monitoring support for planned releases and providing first-response for unplanned downtime. You will leverage automated system monitoring & alerting and established incident prevention / response processes to keep our systems available for our customers, managing incidents for TELUS applications, infrastructure and Digital experience. You will also actively contribute to the TELUS team through collaboration that will help evolve our culture, processes and tools improvements. Provides 2nd-level support for ensuring minimal downtime of our applications, servers, databases, and proactive monitoring/response for other processes. Serves as “system administrators” of Tier 2 support groups 


Language Reference
English

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.
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