Job Description

Join our team

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 a Senior System 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 Senior System Analyst will work on rotating 12-hour (Continental or Straight) shifts 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

• Work in a team environment
• 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

You\'re the missing piece of the puzzle

• You hold an undergraduate degree (Applied Science, Computer Science, Business, English)
• 3-5+ years 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
• 5-7+ years supporting IT infrastructure/services in a complex IT environment
• Strong understanding of ITILv3 framework or ITILv4 framework
• Excellent decision-maker with focus on service recovery
• Comfortable with public speaking and writing
• Strong networking and interpersonal skills, highly customer-focused and be able to lead conference calls with authority
• Demonstrated ability to provide Incident Management support and resolution within large Data Centre environments in a timely manner
• Proficient skills in Microsoft Office suite (Excel, Access, Word, and PowerPoint), along with Google suite (Drive, Docs and Chat)
• Commended for your self-motivation, decision-making and conflict management skills
• 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 and RCMP
• This position will be based at Laird Internet Data Centre in Toronto

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\xe2\x80\x99re a people-focused, 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.

You\xe2\x80\x99ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We\xe2\x80\x99re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you\xe2\x80\x99re helping us make the future friendly.

Technology Solutions

We\xe2\x80\x99re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

5G
TELUS\xe2\x80\x99s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

1
Million active users logging into My TELUS per month (consumer mobility).

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.

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