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Incident Coordinator III - Night Shift

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Department name: Operations

Business unit: TOPS

Position ID: J0822-2421

Company:

Category:

Work Location:

Employment Type:

Position ID: J0822-2421

A little about us

What we do at Shaw matters - in a world where being connected has never been more critical, we bring the best wireline and wireless technology and solutions together to create exceptional customer experiences. Every day we help millions of Canadians live their best-connected lives through the strength, capacity and combined power of our Fast LTE and Fibre+ networks.

At Shaw we say we're brighter together, and we believe it's the diverse mix of brilliant people here that really makes us shine. When you join our team, you'll see we are so much more than just a company. Shaw connects you with limitless opportunity, an incredible culture, career development and a great benefits package. We are a friendly, collaborative group, and we have a lot of fun finding new ways to delight our customers.

Come dream bigger and brighter with Shaw.

The role

Incident Management, is currently seeking an Incident coordinator III to join their team.

Reporting to the Supervisor of Incident & Problem Management in the Network Reliability & Assurance department, the successful candidate will be part of a team that ensures the timely resolution of customer impacting issues as well as accurate and timely communications to stakeholders and front line staff when impacting issues arise.

A typical day

• This position is responsible for monitoring the progress of support issues and escalation of incidents to the appropriate internal teams, coordinating the rapid recovery of incidents in a 24/7 environment.
• Coordinate the communication of unplanned outages, ensuring affected users and management stakeholders receive updates and resolution notifications.
• Work with technical teams to ensure accurate and timely information flow, escalation, and support, using multiple communications channels including MS Teams, conference bridges, email and ServiceNow
• Demonstrate a clear understanding of key business initiatives and a solid knowledge of systems and their interactions.
• Drive internal change for the benefit of the company, as well as identify and develop more efficient and effective processes, always with the end customer in mind.
• Lead service excellence in customer experience and technical resolution, through supporting best practices/standards, to enforce consistency and quality.
• Identify customer trends proactively and support improvements to enhance the overall end-to-end experience.
• Own communication to direct reports, their teams and when pertinent, to other stakeholders impacted by your decisions while ensuring all activities are formally documented.
• Provide 24/7 support to Law Enforcement Agencies (LEA) and Public Safety Answer Points (PSAP) for life and death emergencies

Your skills/experience

• Proven experience to inspire change and performance through others.
• Experience in dealing effectively and quickly with change and with supporting team members in adapting to a fast-paced, rapidly changing environment.
• Successful, proven experience showing superior communication skills (both written and oral).
• Ability to multi-task, exercise good judgment and time management, prioritize work, keep organized and make quality decisions.
• Team player, highly motivated, energetic, reliable and goal oriented.
• Ability to work flexible shifts 365 days of the year, including days, evenings & weekends, and stat holidays.
• Knowledge of internal systems is an asset

Other details

• This position requires the successful completion of a criminal and credit background check

Posting closing date: September 23, 2022

At Shaw, we believe diversity and inclusion are integral to the continued growth and success of our entire company. We believe diversity and inclusion enhances our Company's culture and creates a sense of belonging where people feel comfortable bringing their true selves to work. This in turn promotes innovation through harnessing the variety of experiences, thoughts, and perspectives our employees have to offer. We encourage applications from all qualified individuals, regardless of race, gender, age, or any other identifying characteristic.

Shaw Communications, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

We thank all applicants for their interest; however, only selected candidates will be contacted. No telephone calls or agencies, please.