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 Technology Specialist 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

Qualifications

You’re the missing piece of the puzzle

• You hold an undergraduate degree (Applied Science, Computer Science, Business, English) or post-secondary technical diploma/certificate
• 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
• 3-5+ years supporting IT infrastructure/services in a complex IT environment
• Strong understanding of ITILv3 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