Technology Analyst II - Incident Manager

TELUS Communications - Toronto, ON (5 months ago)

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Be proud to work at Telus Command Centre!

Join our team

The TELUS Command Centre team is dedicated to providing 24x7 support for incident management within our data centre operations. In a world where the volume of data continues to grow, data management excellence is crucial. Our team is comprised of highly passionate analysts who work tirelessly to detect problems and manage service recovery during complex technology events. We collaborate closely with internal and external IT teams to ensure timely resolution & recovery, while adhering to the TELUS Incident Management process.

Here’s the impact you’ll make and what we’ll accomplish together

As Technology Analyst, you are a goal-orientated, highly motivated self-starter with a strong sense of customer service. You leverage your technical acumen, creative problem-solving, collaborating and interpersonal skills to take on a broad array of challenges and deliver operational and customer service excellence. As a team member in this exciting and fast-paced environment, the Technology Analyst will work on rotating 12-hour shifts supporting a 24x7 operation.

Here’s how

Work in a team environment
Detect incidents/problems using various monitoring tools
Lead collaboration of internal and external IT teams to recover services
Provide status updates and written reports for customer, management and executive teams
Determine correct escalation path and ensure adequate support is provided in a timely manner
Assist in the continuous improvement of TELUS Command Centre processes and procedures
Take ownership of all outages until service is recovered
Participate in Change Management review and be the approver for emergency changes
Perform daily operational tasks as required
Accountable for follow up actions with various resolver teams after each incident where applicable

Qualifications

You’re the missing piece of the puzzle

3-5+ years working with technologies used to support services in large and complex Data Centre environments, including demonstrated ability to provide Incident Management support and resolution in a timely manner
5-7+ years supporting IT infrastructure/services in a complex IT environment
Strong understanding of ITILv3 framework or ITILv4 framework
Demonstrated ability to provide Incident Management support and resolution within large Data Centre environments in a timely manner
Strong networking and interpersonal skills, highly customer-focused and be able to lead conference calls with authority
Excellent decision-maker with focus on service recovery
Capacity to work on rotating 12-hour shifts supporting 24x7 operations
Proficient skills in Microsoft Office suite (Excel, Access, Word, and PowerPoint), along with Google suite (Drive, Docs and Chat)
Commended for your self-motivation, decision-making and conflict management skills
Distinguished for your exceptional written and verbal communication skills along with an ability to work under minimal supervision
This position will be based at Laird Internet Data Centre in Toronto
As a condition of employment, all personnel whose job functions require they work at a Data Centre and/or have access to detailed knowledge of technology related to client service delivery, are subject to a personnel security screening conducted through the Government of Canada passing RCMP Secret Level II screening
Great-to-haves

Some experience in IT operations in a telecommunications company will be an asset
Good knowledge in network, system, and storage will be beneficial during the recovery of an incident
Some experience of working in cross-functional teams will be an asset