Informations de base
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Pays
Types d'emploi
Work Style
Description et exigences
- Develop and deliver Post-Incident Reviews (PIRs) and related weekly content
- Facilitate PIR interviews with teams across TELUS, vendors, and our partners to document incidents, key learnings, action items, etc., to extract tuition value from each incident
- Manage the day-to-day operations related to follow-ups on daily incidents
- Support and contribute to reporting conducted by the Problem Management team
- Develop and present documents and slide decks to key stakeholders
- Facilitate cross-functional discussions with stakeholders who have competing priorities Qualifications What you’ll bring
- University Degree in Computer Sciences or a related field preferred
- 5+ years of experience in Telecommunications or related field
- Ability to question the status quo, encourage improvement and drive reliability
- Excellent planning and time management skills, with the ability to prioritize and multitask in a rapidly changing environment to meet business needs
- Interpersonal and communication skills including presentation, written verbal
- Strong command of English, both spoken and written
- French language knowledge is an asset Great-to-haves
- Familiarity with Problem Management, ITIL, and/or Incident Management
- Experience managing multiple projects with varying deadlines
- Experience with process improvements through proven methodologies such as Six Sigma
- Knowledge of Cloud-based solutions
- Knowledge of Network infrastructure
- Knowledge of Dynatrace system
Description supplémentaire du poste
- The impact you'll make and what we'll accomplish together By collaborating with stakeholders across the business you will help the organization investigate our crucial customer incidents, and report on findings to a variety of audiences.
- You will be integral to the company’s ability to continuously improve our award-winning customer-first experience.
- Your passion for demonstrating our values and making a difference for our customers, our shareholders, our communities and our team helps drive our success.
- More specifically, you will have the opportunity to facilitate meetings and complete documentation following significant network and system incidents (high severity/exposure/impact) and communicate post-incident action items, root causes and key learnings up to our senior / executive team members, and government bodies.
- This will be a fast paced role where you will have the autonomy to actively manage your portfolio to drive continuous improvement across TELUS and with partner teams.
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