Technology Analyst II - Incident Management Specialist

Join our team and what we'll accomplish together

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 composed 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. We're the unsung heroes working behind the scenes to keep essential health services running for millions of Canadians. When healthcare systems need to stay online, our team makes it happen.

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.

As a Technology Analyst within our Reliability Centre of Excellence portfolio, you will leverage your technical acumen, creative problem-solving, collaborating and interpersonal skills 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, the Technology Analyst will work on rotating 12-hour shifts supporting a 24x7 operation.

What you’ll do

• Collaborate with a dynamic team of passionate analysts in a fast-paced, mission-critical environment
• Be the first line of defense - proactively detect and investigate incidents using cutting-edge monitoring tools
• Monitor and triage thousands of alerts hourly, distinguishing the critical 1-2 incidents requiring immediate action from routine system notifications
• Rally and coordinate internal and external IT teams to swiftly restore critical services and minimize downtime
• Keep stakeholders informed and confident with clear, timely status updates and comprehensive reports to customers and executive leadership
• Make critical decisions under pressure - identify the right escalation path and mobilize expert support when every minute counts
• Drive innovation and excellence by contributing to continuous improvement initiatives that shape the future of our Command Centre
• Own the outcome - take complete accountability for service restoration from incident detection through full recovery
• Shape the technology landscape by reviewing and approving emergency changes that keep our systems resilient
• Master diverse operational challenges while maintaining the highest standards of service delivery
• Close the loop on every incident by ensuring thorough follow-up actions and knowledge transfer across resolver teams

What you bring

• Post-secondary technical diploma/certification
• 3-5 years supporting IT infrastructure and services in large, complex Data Centre environments
• Proven capacity to stay mentally sharp and detail-focused throughout 12-hour shifts, including overnight hours, while processing high volumes of information
• Strong understanding of ITIL v3/v4 framework with focus on service recovery and decision-making
• Demonstrated ability to provide timely Incident Management support and resolution in Data Centre environments
• Excellent written and verbal communication skills with public speaking and conference call leadership abilities
• Strong networking and interpersonal skills with high customer focus and ability to work under minimal supervision
• Proficient in Microsoft Office suite (Excel, Access, Word, PowerPoint) and Google suite (Drive, Docs, Chat)
• Experience using ServiceNow to track, analyze, and manage high-priority incidents, with a strong ability to interpret incident trends and performance metrics to drive timely resolution and continuous improvement.
• Self-motivated with exceptional decision-making and conflict management capabilities
• Proven ability to lead conference calls with authority and manage complex IT service incidents

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 passing RCMP Secret Level II screening.

Nice 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. Tableau, Jira, Looker Studio) and the ability to understand complex data as well as providing meaningful insight to others

Location: This role is primarily remote with occasional on-site requirements at our Toronto location, giving you flexibility while maintaining team connectivity