If your ideal role is to lead a team of highly skilled, talented technology professionals working with cutting edge TV technologies, and you have a passion for driving continuous evolution that has a direct impact on customer experience with TV services, we are looking for YOU!What YOU will do:
Supported by the VP, Networks & Video within our Chief Technology Office, the Director, Technology Strategy will lead the TV Optik Service Management Centre (OSMC) to provide, and drive the evolution of, end-to-end service delivery support to ensure the reliability of our products and services.
The successful candidate will lead a team of highly technical TV DevOps team members to provide 7x24 service management support for TELUS' Optik TV and OTT platforms. This position will drive the continuous improvement of TELUS' end-to-end proactive service alarming, monitoring and support capabilities to ensure the successful delivery of TELUS' Optik reliability objectives and to ensure the best experience possible for TELUS customers. This will require building collaborative engagement models across internal and external partners to manage the holistic delivery of the Optik service suite. In this role you will be contributing to revolutionizing and evolving the way Canadians watch TV. This includes all the latest video, over the top, IPTV, on the go TV and TV apps.Responsibilities:
•Directly support and continuously improve the 7x24 proactive monitoring of Optik and OTT platforms to provide a holistic view of services on an end-to-end basis
•Develop and implement reliability objectives for all TV applications and network services
•Manage the support and delivery of high profile TV viewing events
•Provide first line of support, management, and communication of impacts for TV-related outages and high risk events
•Coordinate and manage TV-related changes to manage risk, avoid conflicts, and ensure TELUS' change management practices are consistently followed
•Implement real-time dashboards and provide daily operational reports on the service levels experienced by customers in all TELUS operating regions
•Perform strategic assessments of alternative solutions that could transform TELUS' TCO by leveraging our technology assets and industry best and emerging practices
•Develop standards and processes to support delivery of applications whether through TELUS internal development, contractors, or 3rd party partners
•Early assessment and impact analysis of potential projects for the Technology Strategy team related to TELUS Optik applications
•Supporting the Consumer Product Development team in negotiations with Application Service providers
•Develop and Leverage a network of key industry contacts and knowledge to learn and apply alternative leading technology directions and business models
•Create Budget estimates, Roadmaps, Information sessions & monthly reports
•Coach, mentor and support the career development of a team of experienced and highly qualified subject matter experts
•Keeps the team fully engaged by working internally with the team and Human resources to support team members career paths, issues and challenges; the Director will work with and support the TS leadership team on supporting the various team building events as well as their own internal plans to keep the team informed, engaged motivated and productive
•Attends all cross functional team planning sessions and provides updates and support of our current and future Engineering capabilities and roadmaps
•Supports transformation to Agile development across TELUS by championing and participating in cross-functional Agile and DevOps support teams
If you have a passion for TV technologies and broadcast equipment and want to shape a future friendly landscape for customers, come join our team.Qualifications:What YOU Bring:
•Solid knowledge and understanding of: Who is TELUS?
•Components that make up the Optik TV and underlying applications ecosystems
•Agile development and DevOps methodologies
•Application Development environments and technologies for delivering applications to all devices
•Software development and coding techniques
•Operational processes and procedures
•Operational Support System requirements to build world class operations
•Proven history of:
•Efficiently and effectively troubleshooting services and root cause analysis
•Effectively managing and continuously improving 7x24 support teams to deliver outstanding service to customers
•Implementing leading edge proactive monitoring tools, methodologies, and processes
•Ability to interact with senior leadership and distill complex problems into actionable programs
•Relentless focus and passion for improving customer experience and their resultant L2R
•Excellent verbal and written communication skills (English and/or French) and excellent presentation skills able to influence senior leadership
•Experience negotiating with vendors for new technology and support agreements
•Proven business, financial and strategic skills with experience in assessing alternatives and business case development
•Strong leadership and interpersonal skills, along with the ability to represent the team in the formation and evolution of TELUS technology strategies
•8+ year of experience leading a high performance technical team
•Demonstrated experience creating a culture of engagement among team members
•10+ years of relevant business experience
•5+ years of experience in Video, Broadband, IP, based technologies and communication protocols
•Degree in Computer Science or Engineering
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
At TELUS, you
create future friendly® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.