Basic Information

Ref Number

Req_00038527

Primary Location

Ortigas Center

Country

Filipiny

Job Type

Digital Solutions

Description and Requirements

As an Incident Manager, you will play a pivotal role in supporting our TI DS customers by detecting problems and managing service recovery efforts during complex technology events.
Your problem solving and communication skills will be used to manage service recovery and to ensure timely communication with stakeholders.  To do this you will need to:

  • Access, monitor, and escalate trouble tickets to minimize customer impact
  • Coordinate with resolver groups across multiple departments to expedite resolution activities
  • Communicate incident status across multiple streams (customer, executives, etc.)
  • Take ownership of all outages until service is recovered
  • Participate in Change Management review and be the approver for emergency changes
As the successful candidate, you’ll be part of the TELUS International Digital Solutions team and we’re passionate about great customer service, growing our business and team member engagement.

You’re the missing piece of the puzzle

  • Solid negotiation and problem solving skills with the ability to think creatively and deal with high levels of ambiguity
  • Strong ability to communicate both orally and in writing to technical and non-technical audience at all levels of the organisation
  • Ability to effectively manage a diverse workload in a fast paced and demanding environment
  • Self-motivated, with excellent decision-making and conflict management skills
  • Ability to work successfully under extreme pressure
  • Flexibility to work 24x7 shifts
  • College or University Degree in related field
  • Post-secondary degree or equivalent industry experience is strongly recommended
  • ITIL Foundations certification - strongly recommended
  • Six Sigma Certification (s) - recommended
  • 3 years of work experience in an Incident Management/Escalation role