Incident Management Analyst Jobs, Work in Pasig

Telus International

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15 hours ago

4-5 Year(s)

Manila (Pasig)

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Job Description

Key Skills

Incident Management

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Description and Requirements

Knowledge, Skills and Abilities (KSA)

Intermediate knowledge and understanding of: Wireless Telecommunications (HSPA, LTE, 5GNR, IP) Wireline Telecommunications (GTD5, DMS, 5eSS, CS20 and STP services) IP related technologies (Transport network, Backbone routers, Core technologies)

Incident Management

Change Management

Collaboration tools and trouble ticketing systems (LYNX, NuRemedy, Complete G Suite)

Intermediate / strong technical and analytical skills.

Requires judgment in making and owning technical decisions.

Demonstrates excellent verbal and written communication skills (English and/or French) and effective presentation, process understanding and gap analysis; Systematic troubleshooting methodology, time management, prioritization.

Intermediate ability to collaborate with a variety of diverse groups and teams (internal and/or external) to effectively resolve major network outages, degradations or threats.

Ability to work shift work on a 24x7x365 12.5 hour shift rotation.

Ability to prioritize multiple tasks, details and activities in a time sensitive and high pressure environment.

Requires judgment in making and owning process decisions while being sensitive to organizational needs. Proven ability to effectively influence a multiple faceted workforce during situations with senior leader visibility.

Education required Engineering or Computer Science university degree - mandatory Project Management Certification (PMP)

Agile scrum methodology - nice to have CCNA or CCNP - nice to have

Additional Job Description

This critical role provides the management presence and leadership during any network incident affecting TELUS services and customers.

Responsible for managing the status and restoration of all planned and unplanned equipment outages on the National TELUS Network by ensuring customer, employee, contractor and third party Incumbent/Interconnect carrier activities cause minimal detrimental impact to the delivery of TELUS network services.

Provide effective, accurate and timely communication, both verbally and written, to internal stakeholders during network outages, degradations and threats.

Provide high level summary event notifications at an Executive level during major or highly visible network incidents.

Facilitate incident management technical and management bridges to drive down time to resolve for an incident

Provide a 24 hour single point of contact for management support of core network activities and customer escalations.

Liaise with consumer/client/business/partner solutions groups to facilitate effective communication between customer and network stakeholders.

Work with other TELUS network teams ie: Assurance teams, Change Management, Surveillance teams, Field Technicians, to analyze network outages for root cause and create processes to eliminate repeat failures on the National network.

Identify areas of opportunity to address gaps with processes, systems, and tools for driving efficiencies in day-to-day operations.

Collaborate with subject matter experts on business requirements to introduce automation to tools and processes.

Work with Problem Management to address Post Incident Review action items.

Knowledge, Skills and Abilities (KSA)

Intermediate knowledge and understanding of: Wireless Telecommunications (HSPA, LTE, 5GNR, IP) Wireline Telecommunications (GTD5, DMS, 5eSS, CS20 and STP services) IP related technologies (Transport network, Backbone routers, Core technologies)

Incident Management

Change Management

Collaboration tools and trouble ticketing systems (LYNX, NuRemedy, Complete G Suite)

Intermediate / strong technical and analytical skills.

Requires judgment in making and owning technical decisions.

Demonstrates excellent verbal and written communication skills (English and/or French) and effective presentation, process understanding and gap analysis; Systematic troubleshooting methodology, time management, prioritization.

Intermediate ability to collaborate with a variety of diverse groups and teams (internal and/or external) to effectively resolve major network outages, degradations or threats.

Ability to work shift work on a 24x7x365 12.5 hour shift rotation.

Ability to prioritize multiple tasks, details and activities in a time sensitive and high pressure environment.

Requires judgment in making and owning process decisions while being sensitive to organizational needs. Proven ability to effectively influence a multiple faceted workforce during situations with senior leader visibility.

Education required Engineering or Computer Science university degree - mandatory Project Management Certification (PMP)

Agile scrum methodology - nice to have CCNA or CCNP - nice to have

Role

Network Administration

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Hybrid

Functional Area

IT Software/Hardware

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