Basic Information

Ref Number

Req_00115965

Last day to apply

03-Nov-2023

Primary Location

Ortigas Center

Country

Philippines

Job Type

Digital Solutions

Work Style

Hybrid

Description and Requirements

Qualifications: 
  1. Should have Support and operations Knowledge 
  2. Good communication skills(Verbal and written) 
  3. Should be able to work in a 24*7 Shift schedule. 
  4. Experience on the Linux/Unix / Windows platforms Cisco networking troubleshooting / HP computing/storage support/troubleshooting / Netapp storage support/troubleshooting 
  5. An advantage to have Knowledge of Science Logic or any monitoring tools ie(SolarWinds, Zenoss, Zabbix, spectrum, nucool )technologies.

Additional Job Description

Reliability and Assurance Support (WCA for Business TI)
  • Responsible for the day to day operation and maintenance of the supported applications in the production environment. 
  • Provides first-level support for ensuring minimal downtime of our supported applications and services.
Responsibilities: 
  • Application support, monitoring, and tickets Check TELUS AIOPS Monitoring Support and or TELUS CMDB Configuration Management, Catalog Tasks, and Change Tasks Queue 
  • The queue manager is the AM shift until the PM shift starts and is then their responsibility. 
  • Take and/or Delegate Tickets Escalate to the team/On Call if required Check SL1 (ScienceLogic) Health. This includes Dashboard, Collector Health, SL Events, System logs, Database, Pruner Status, and collector SIGTerm. 
  • Check Couchbase and Integration Service Health. 
  • Test Science Logic (SL) Event Creation by ensuring that a ServiceNow INC is created. 
  • Check for Events with message "EM7 critical event: The automation engine is still processing..." under the Sciencelogic organization. XMC Server, IRIS Server and OSS Jump Point Test. 
  • Available to support incidents or the bridge when available. Should follow the WCA for Business Queue Management Process. 
  • Change and Release Management Manages changes needed to be implemented to our supported applications. 
  • Responsible for approval, and implementation until resolution of changes assigned to the team. 
  • Coordinates with change coordinators and release managers either through email or MOP review. 
  • Responsible for implementing the task or change assigned to the team within the approved schedule. Performs and joins scheduled releases. 
  • Monthly patching activity. Validate changes and perform sanity checks before closing the change ticket.
Qualifications: 
  1. Should have Support and operations Knowledge 
  2. Good communication skills(Verbal and written) 
  3. Should be able to work in a 24*7 Shift schedule. 
  4. Experience on the Linux/Unix / Windows platforms Cisco networking troubleshooting / HP computing/storage support/troubleshooting / Netapp storage support/troubleshooting 
  5. An advantage to have Knowledge of Science Logic or any monitoring tools ie(SolarWinds, Zenoss, Zabbix, spectrum, nucool )technologies.

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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