Senior Technology Specialist

Description

What You will do:

As a member of the TBIM (TELUS Business Incident Management) team, you will perform incident management duties on high-severity troubles for all products and services impacting our Business customers. You will also communicate with Operations teams during events impacting multiple customers or team members and gather impact details to be conveyed on Management Bridges. These incidents will frequently have visibility with our leadership teams (both Senior and Executive).

You will be operating in a fast-paced environment with operations spanning 24 hours a day, 7 days a week. Your commitment to maintaining the highest standard of customer service is essential. The successful candidate will be an IT or Customer Service specialist with strong communication skills, or an individual with a specific expertise that can acquire additional skills quickly.

• 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.)
• Maintain TBIM knowledge base information systems
• Establish relationship with external partners
• Take part in TBIM on-call rotation (Level 3)
• Lead operational/management bridges for complex incidents
• Provide executive-level communication (ESR) for high-severity incidents
• Participate on steering committees with the intent of advising, compiling and authorizing recommendations that impact the business 
• Facilitate and manage post incident reviews (PIR's) with stakeholders to find root cause on major incidents and implement improvements to reduce repeat failures
• Conduct research, investigation and analysis as required to meet our business objectives
• Regularly interact with Senior Leadership and Executives

Qualifications

Your ideal profile:

• Knowledge of Incident, Problem and Change Management concepts (ITIL)
• Solid understanding of the corporate organizational structure
• Experience with ticketing systems (Remedy, LYNX, ITSM, SNOW, etc.)
• Solid negotiation and problem solving skills with the ability to think creatively and deal with high levels of ambiguity
• Excellent written and communication skills with the ability to communicate information at all levels of the organization
• Excellent customer service in fast-paced high-stress environment
• Self-starter, pro-active, ability to work independently with equal emphasis on collaboration with a closely knit team
• Strong desire to contribute to process improvement
• Strong ability to communicate both orally and in writing to technical and non-technical audience
• Strong ability to mentor fellow team members and provide training
• Competence in the use of Microsoft and Google applications
• Ability to effectively manage a diverse workload in a fast paced and demanding environment
• Demonstrated ability to work with peers in a cross-functional setting
• Highly motivated, creative, self-sufficient with ability to work successfully under extreme pressure

Professional Certification and Experience:

• 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

Advanced knowledge of English is required, because you will, most of the time, interact in English with external parties (clients, suppliers, candidates, external partners, etc.), interact in English with internal parties (colleagues, internal partners, stakeholders, etc.), as part of this position's main responsibilities, given its national scope.