Join our team:

We are looking for a skilled L2 Support technician to join the TELUS OPUS application support team. L2 analysts will be responsible for the daily maintenance of the application systems in operation and follow documented processes and workflows shared by Clients or higher level support representatives in order to guide customers on troubleshooting as well as handling break/ fix and configuration issues. 

About the role:

L2 Applications Operational Support analysts experienced in monitoring, incident, issue resolution and escalation help us create industry-leading end-to-end customer experiences for next-gen video and digital home solutions, incorporating superior performance, reliability and flexibility by design. We are the Future Friendly Home Services group, responsible for the end-to-end technology development and operations of TELUS’ Optik TV services, video and over-the-top services, broadband network capabilities, smart home solutions and software-defined wide area network (SD-WAN) solutions. 

Main responsibilities:

• Monitor multi-tiered application environments, utilizing various monitoring tools

• Manage tickets routed escalated by the L1 team 

• Solve related complex issues and guide the L1 support team in troubleshooting.

• Able to escalate to the L3 team If the solution is not provided at Level 2

• Perform ticket triaging and ticket management

• Provide root cause analysis and troubleshoot data feeds

• Troubleshoot and apply learnings to establish new protocols and best practices

• Proactively drive process improvements and collaborate with various teams

• Follow the defined process in handling reported Major Incidents by sending incident communications

Required Skills:

• Operational expertise using Kubernetes (preferably GKE)

• Database operations experience including backup, restore, identifying slow queries, replicas, etc. 

• Demonstrated ability to use DB LB - MaxScale or other similar technologies

• Hands on experience with MySQL and using Galera or MariaDB cluster

• Experience with Elasticsearch database

• Knowledge of Apache Cassandra database

• Experience with Splunk and familiar with queries (the dashboards for monitoring are provided but need to query logs to get to the bottom of the issue)

• Proficiency with Dynatrace or other Application Performance Tools (APM)

• Experience with Scripting Languages such as Terraform and Ansible

• Knowledge of Jira and Confluence 

• Strong experience in system administration (Linux/ Unix/ Solaris)

• Support large scale, high availability services and applications

• Able to work under a rotating shift schedule

• Advanced communication English skills

Desirable Skills:

• Familiarity with Cloud tools such as GCP, AW,  IaaS, PaaS and Azure   

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.