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Telus

Network Specialist I (Incident Management and Reporting)

Location
Calgary, AB
Details
Full Time
3 days ago



Join our team

TELUS Event Management (TEM) is a 24x365 team of management professionals responsible for ensuring the availability and reliability of the TELUS broadband network, both nationally and internationally. TEM, in coordination with the TELUS Assurance teams, expedites the resolution of major wireless and wireline network outages to ensure the continuous delivery of TELUS services to our customers.

Here's the impact you'll make and what we'll accomplish together
    •Provide technical and process support to internal departments:
      •Provide a single escalation point for all TELUS major broadband network incidents •Manage incidents on the TELUS broadband network and proactively engage support teams as appropriate •Access all available information sources to determine the incident scope and customer experience •Organize and prioritize incident details and effectively communicate, both verbally and written, event status to all levels of internal TELUS customers •Adhere to the TEM best practices and training curriculum and successfully complete all requirements •ITIL service assurance methodologies •Telecommunications broadband technologies-wireline and wireless •IP related technologies and projects •Change management processes •Incident management processes •Collaboration tools and trouble ticketing systems (OneNote, LYNX, Remedy, Visio, MOC, MS Office etc.) •Surveillance tools: Preside, Route Explorer, TNM, Tomahawk


Qualifications:



You are the missing piece of the puzzle
    •Minimum of 2 years of experience with incident prioritization, communication, trouble ticket management and resolution •ITIL Foundations v3 •Demonstrated willingness to further professional growth and education •Solid troubleshooting skills •Excellent written and verbal communication •Ability to engage team members at all levels to expedite incident resolution •Ability to remain calm under pressure to gather, consolidate and communicate details of major network incidents to internal TELUS customers •Post secondary degree





Who is TELUS?

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.
Category
Information Technology