Incident Management Analyst Jobs, Work in Pasig
Telus InternationalIncident Management Analyst Jobs, Work in Pasig
Job Description
Key Skills
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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
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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