Incident Management Associate

Job Description

Description and Requirements

Digital Incident Management:

• Ensure flawless and consistent execution of rapid response to critical alerts/incidents
• Provide highly customer-focused leadership on tech bridges for P1/P2 incidents
• Maintain a strong technical, end-to-end knowledge of complex digital systems (i.e., delivery pipeline and production stack)
• Influence support teams to respond appropriately to customer demand
• Perform tier 2 level system remediation responsibilities, including error log analysis and ensure proper support are identified and engaged, Moderate system/application maintenance and intervention
• Some on-call work is expected
• Interacts with other Tier 2, Tier 3 teams, project managers, Change Management, developers, Help Desk, etc.
• Responsible for the monitoring of the Digital systems, Unix servers, databases, Weblogic, API, Cloud platforms and production applications.
• Responsible for Triage, resolve and escalate alerts/incidents in BMC Truesight/patrolagent, ITSM/Smart-IT, ServiceNow, Dynatrace, pagerduty
• Responsible for monitoring and executing Production Batch Jobs using BMC Control M (automated scheduling tools), Amdocs AMC and Maestro
• Actively participate in production Release/PAM/Change meetings, approve and implement the team task to implement
• Monitor Netbackup failures, Triage, resolve or escalate to Tier 3 team if necessary.
• All team members should be cross trained for each functional area to provide reliable 24x7 support
• Responds to alarms and failures, following proper escalation procedures and documentation to achieve successful resolution and reduce downtime.
  
  
  

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.