Description And Requirements
- Develop and deliver Post-Incident Review Documents and weekly content related to these Post-Incident Reviews
- Facilitate post-incident review (PIR) workshops and work with key stakeholders to document action items resulting from network, corporate system, or THS events
- Create lesson plans that TELUS team members can leverage to learn more about action items and key learnings from network, corporate system, or THS incident
- Manage the day-to-day operations related to PIRs on daily incidents
- Support and contribute to monthly reporting conducted by the Problem Management team
- Collaborate and liaise with teams across the Reliability Center of Excellence and others as required to determine which incidents have superior tuition value to share across TELUS
- Implement process improvements across the business to improve the effectiveness of our operations and the reliability of our network
- Develop materials for the Learning for Reliability program, the training program to encourage conversations about reliability across operational areas of the business
You're the missing piece of the puzzle
- Known for having excelled in an analytical role involving critical thinking and brainstorming with peers for at least five years
- Recognized for your exemplary self-discipline and organization skills
- Talented at facilitating cross-functional discussions during meetings with stakeholders who have competing priorities.
- Valued for your excellent planning and time management skills, with the ability to prioritize and multitask in a rapidly changing environment to meet business needs
- Regarded for your interpersonal and communication skills
- Committed to your exceptional attitude towards working in a team and being collaborative in all aspects of work
- With a knack for influencing stakeholders from cross-functional teams.
- Expert command of English, both spoken and written
Required Skills
- Highly effective interpersonal, communication, and presentation skills.
- General knowledge and understanding of information technology solutions and services to large business customers.
- Strong analytical, problem-identification, and problem-solving skills.
- Strong ability to influence and motivate people outside of an authority relationship, and forge productive and lasting alliances in disparate areas of the business
- High motivation / drive to succeed.
- Ability to work independently with minimal supervision and effectively as part of a team.
- Ability to prioritize and high organizational skills
- Ability to adapt quickly to new technologies and situations.
- Interpret company values and apply them to activities within their role.
- Perform an appropriate level of assessment to recommend solutions; make good decisions based on analysis, experience, and judgment.
- Customer-focused, sensitive to customer needs, their critical business cycles, and schedules.
- Exercises sound judgment in varied situations in particular with customer relations.
- Strong working knowledge of Google Workspace and ticketing tools and program products.
- Bachelor's or Master's Degree in Business, Technology, Science, or equivalent education or experience.
An Advantage
- Familiarity with Problem Management, ITIL, or Incident Management
- General information technology experience covering all technology platforms, mainframe, midrange, distributed, and networks.
- Analyzing business requirements, understanding process lifecycle, and documenting business requirements, methods, and processes.
- Strong business or system knowledge including business processes and project management.
- Strong knowledge of KPI reporting and benchmarking practices.
- Broad technical knowledge covering all technology platforms, mainframe, midrange, distributed, and networks.
- Knowledge of current IT outsourcing customers, their business, and IT infrastructure would also be an asset.
Great-to-haves
- Knowledge of the French language
- Certification in Problem Management, ITIL, or Incident Management
- Experience managing multiple projects with varying deadlines
- Experience with process improvements through proven methodologies such as Six Sigma
- Experience in quality or business process management, ideally related to information technology.
Additional Job Description
- Develop and deliver Post-Incident Review Documents and weekly content related to these Post-Incident Reviews
- Facilitate post-incident review (PIR) workshops and work with key stakeholders to document action items resulting from network, corporate system, or THS events
- Create lesson plans that TELUS team members can leverage to learn more about action items and key learnings from network, corporate system, or THS incident
- Manage the day-to-day operations related to PIRs on daily incidents
- Support and contribute to monthly reporting conducted by the Problem Management team
- Collaborate and liaise with teams across the Reliability Center of Excellence and others as required to determine which incidents have superior tuition value to share across TELUS
- Implement process improvements across the business to improve the effectiveness of our operations and the reliability of our network
- Develop materials for the Learning for Reliability program, the training program to encourage conversations about reliability across operational areas of the business
You're the missing piece of the puzzle
- Known for having excelled in an analytical role involving critical thinking and brainstorming with peers for at least five years
- Recognized for your exemplary self-discipline and organization skills
- Talented at facilitating cross-functional discussions during meetings with stakeholders who have competing priorities.
- Valued for your excellent planning and time management skills, with the ability to prioritize and multitask in a rapidly changing environment to meet business needs
- Regarded for your interpersonal and communication skills
- Committed to your exceptional attitude towards working in a team and being collaborative in all aspects of work
- With a knack for influencing stakeholders from cross-functional teams.
- Expert command of English, both spoken and written
Required Skills
- Highly effective interpersonal, communication, and presentation skills.
- General knowledge and understanding of information technology solutions and services to large business customers.
- Strong analytical, problem-identification, and problem-solving skills.
- Strong ability to influence and motivate people outside of an authority relationship, and forge productive and lasting alliances in disparate areas of the business
- High motivation / drive to succeed.
- Ability to work independently with minimal supervision and effectively as part of a team.
- Ability to prioritize and high organizational skills
- Ability to adapt quickly to new technologies and situations.
- Interpret company values and apply them to activities within their role.
- Perform an appropriate level of assessment to recommend solutions; make good decisions based on analysis, experience, and judgment.
- Customer-focused, sensitive to customer needs, their critical business cycles, and schedules.
- Exercises sound judgment in varied situations in particular with customer relations.
- Strong working knowledge of Google Workspace and ticketing tools and program products.
- Bachelor's or Master's Degree in Business, Technology, Science, or equivalent education or experience.
An Advantage
- Familiarity with Problem Management, ITIL, or Incident Management
- General information technology experience covering all technology platforms, mainframe, midrange, distributed, and networks.
- Analyzing business requirements, understanding process lifecycle, and documenting business requirements, methods, and processes.
- Strong business or system knowledge including business processes and project management.
- Strong knowledge of KPI reporting and benchmarking practices.
- Broad technical knowledge covering all technology platforms, mainframe, midrange, distributed, and networks.
- Knowledge of current IT outsourcing customers, their business, and IT infrastructure would also be an asset.
Great-to-haves
- Knowledge of the French language
- Certification in Problem Management, ITIL, or Incident Management
- Experience managing multiple projects with varying deadlines
- Experience with process improvements through proven methodologies such as Six Sigma
- Experience in quality or business process management, ideally related to information technology.
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital 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 Digital, 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.
