Requirements
Description and Requirements
Join our team:
This Problem Management Specialist role will focus on collaborating with stakeholders across the
business to investigate our customer impacting incidents and report on findings to a variety of
audiences. Specifically, the successful applicant will:
- Conduct cross-functional investigations into network and systems threats, degradations and failures
- Facilitate post-incident review (PIR) interviews and work with key stakeholders to develop document and track action items resulting from incidents
- Implement process improvements across the business to improve effectiveness and reliability of our operations and network
- This is an individual contributor position; however, you will lead by influence and collaborate with other areas within TELUS and interact with Senior Leadership.
Description:
The impact you'll make and what we'll accomplish together
By collaborating with stakeholders across the business you will help the organization investigate our crucial customer incidents, and report on findings to a variety of audiences. You will be integral to the company's ability to continuously improve our award-winning customer first-experience. Your passion for demonstrating our values and making a difference for our customers, our shareholders, our communities and our team helps drive our success.
More specifically, you will have the opportunity to facilitate meetings and complete documentation following significant network and system incidents (high severity / exposure / impact) and communicating post-incident action items, root causes and key learnings up to our senior / executive team members, and government bodies. This will be a fast paced role where you will have the autonomy to actively manage your portfolio to drive continuous improvement across TELUS and with partner teams.
That's not all! You will also be joining a dynamic team with personality, strong opinions and spirit! This collaborative team is made up of individuals with a breadth of experience across TELUS and beyond. Work alongside team members who have a wealth of industry experience and have been instrumental in building and supporting this Problem Management team from initiation!
You will also be expected to bring your own sense of humour!
Here's how:
- Develop and deliver Post-Incident Reviews (PIRs) and related weekly content
- Facilitate PIR interviews with teams across TELUS, vendors, and our partners to document incidents, key learnings, action items, etc., to extract tuition value from each incident
- Manage the day-to-day operations related to follow-ups on daily incidents
- Support and contribute to reporting conducted by Problem Management team
- Develop and present documents and slide decks to key stakeholders
- Facilitate cross-functional discussions with stakeholders who have competing priorities
Qualifications
What you'll bring
- University Degree in Computer Sciences or related field preferred
- 5+ years of experience in Telecommunications or related field
- Ability to question the status quo, encourage improvement and drive reliability
- Excellent planning and time management skills, with the ability to prioritize and multitask in a rapidly changing environment to meet business needs
- Interpersonal and communication skills including presentation, written & verbal
- Strong command of English, both spoken and written
- French language knowledge is an asset
Great-to-haves
- Familiarity with Problem Management, ITIL, and / or Incident Management
- Experience managing multiple projects with varying deadlines
- Experience with process improvements through proven methodologies such as Six Sigma
- Knowledge of Cloud based solutions
- Knowledge of Network infrastructure
- Knowledge of Dynatrace system
In order to be considered on a vacancy, you must:
- Be performing at standard in your current role for a minimum of 12 months*
- Apply by the closing date specified
- Meet any minimum requirements or restrictions specified in the job posting
- Meet the minimum time requirements in your current job or have approval from your manager to post out
- Or in accordance with applicable collective agreement
Additional Job Description
Are you looking for an opportunity to improve the TELUS customer experience by helping to make
our services and platforms more reliable A key part of the Reliability Centre of Excellence, the
TELUS Problem Management team is focused on identifying problems that impact our services to
customers and coordinating the effort to prevent their recurrence.
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.
