Requirements
Description and Requirements
- Owns all assigned Severity Level trouble tickets.
- Break-fix which includes tier 3 tasks in troubleshooting, isolation, repair, coordination, escalation, performing root cause analysis where required, etc.
- Triage Severity Level 1 and 2. Escalate if unresolved in a timely manner and communicate to the Onshore Manager and On-Call immediately
- Resolve incidents and, occasionally, user-reported incidents
- Owns all assigned Severity Level trouble tickets.
- Break-fix which includes tier 3 tasks in troubleshooting, isolation, repair, coordination, escalation, performing root cause analysis where required, etc
Additional Job Description
- Provide day-to-day support, incident/problem management, and data retention solutions to enable the significant growth of storage infrastructure while driving down our total cost of ownership.
- Set up backup policies in NetBackup liaising with the DBA, SA, and Application Support teams.
- Provide support for issues related to NetBackup servers and their configurations and all OS/file system backups.
- Perform impact assessment of backup requests to existing backup schedules and communicate to the teams that may be impacted (DBA, SA, Application Support teams).
- Provide support for issues related to backups
- Implement backup monitoring and scheduling requirements as per request.
- Monitor and ensure proper completion of backup jobs and vault management (tape-to-tape copy jobs).
- Inform pre-determined stakeholders on job failures impacting business operations and provide updates on resolution actions.
- Manage backup tapes and their availability, retention, rotation, and inventory reconciliation.
- Schedule and monitor backup jobs for the Servers, Databases, and applications.
- Investigate and provide support for failed backup jobs as subject matter experts.
- Evaluate and implement new backup technologies
- Perform capacity analysis and compile the information required for conducting planned DR Test
- Conduct pre-DR testing
- Conduct DR Test as per predefined DR Test Plan
- Decommission activities.
- Perform site review
- Perform restore request
- Resolve incidents and, occasionally, user-reported incidents
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.
