Incident Management Analyst

Requirements

Description and Requirements

• They work closely with the Incident Manager to ensure that incident information is accurate.
• They then use the collected information to craft a concise, high-quality summary of the incident along with key event log details, which they publish in the Major Incident Reporting Application (MIRA) OneNotify.
• The Communications Prime uses MIRA OneNotify to issue timely notifications and to keep track of notifications that are due Monitoring the Report Major Incidents portal queue for new escalations Monitoring our team’s other incidents intake channels (Chat, Email, Tel) for any new potential major incidents reporting Monitoring event tracking platforms for operators’ and utilities’ outages, weather events, wildfires, flooding, etc, to maintain team awareness
• Accepting trouble ticket assignments Initial impact and priority assessment Creating new MIRs when needed
• Update the Major Incident Record (MIR) with key incident information Write concise, high-quality summaries, event logs and bridge notes Collect Voice of the Customer
• Publish internal external notifications and whiteboard/dashboard postings on schedule (Incl. but not limited to: proactive outage notifications (Rooster), TSS IVR postings and community response communications)
• Coordinate communications with incident management stakeholders Relaying monitoring and other event information to the technical recovery bridge Keep track of notification deliveries
  
  
  

Additional Job Description

• Responsible for drafting and sending official, internal incident communications to subscribing stakeholders across the organization.
  
  
  

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.