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Team Manager - Operations

Location: 

Toronto, ON, CA

Req ID:  29238
Jobs by Category:  Operations
Job Function:  Network & Engineering
Status:  Full Time
Schedule:  Regular

Description

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. 

 

We are a growing team with dynamic strengths who share a real passion for solving complex business problems. We are looking for energetic individuals who are detail oriented, have an Outside-in perspective, and take pride in operational excellence.

 

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

 

As an Operations Team Manager within our Reliability Centre of Excellence portfolio, you will lead a team of Technology Analysts 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, you will work on rotating 12-hour shifts (Continental) supporting a 24x7 operation.
Our industry and technologies are constantly changing, so an essential part of being successful in this role involves being able to adapt and thrive in an environment of change. On any given day, you will work closely with various internal and external IT teams to recover services, provide status updates and reporting to management teams, implement training, and take ownership of all outages until service is recovered. If you have insatiable curiosity, relentless drive, and limitless optimism, we’ll be excited to have you join us to tackle some of our biggest opportunities and challenges.

 

Here’s how

 

  • Manage a team tasked to 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


What you bring

  • You hold an undergraduate degree (Applied Science, Computer Science, Business, English)
  • You have 3-5+ years of experience 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
  • You have 5-7+ years of experience supporting IT infrastructure/services in a complex IT environment
  • You are an excellent decision-maker with focus on service recovery
  • You possess strong networking and interpersonal skills, highly customer-focused and are able to lead conference calls with authority
  • You have a strong understanding of ITILv3 and/or ITILv4 frameworks. 
  • You possess proficient skills in Microsoft Office suite (Excel, Access, Word, and PowerPoint), along with Google suite (Drive, Docs and Chat)
  • You are commended for your self-motivation, decision-making and conflict management skills
  • You are distinguished for your exceptional written and verbal communication skills, along with an ability to work under minimal supervision
  • 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, at the RCMP Secret Level II screening

 

Great-to-haves

  • Bilingual (English/French)
  • Background and/or past work experience in telecommunications, data centre, network, corporate security, or systems operations areas will be beneficial during the recovery of an incident
  • Experience using analytic and reporting tools (e.g. Domo, Tableau, Jira, etc.) and the ability to understand complex data as well as providing meaningful insight to others

 

 

A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

 

 

 

 

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.