IT Operations Manager (Incident Management)

Basic Information

Ref number

Req_00017392

Last day to apply

07-May-2019

Primary Location

Market! Market!

Description and Requirements

Position Summary:

  • The Incident Manager ensures the operation is in accordance with the established TELUS International Incident Management Process. 
  • The position requires monitoring performance of the Operations in managing Incident Management Process according to the ITIL standard. 
  • The Incident Manager is also responsible for managing incidents – tri aging, addressing, communicating status, and documenting resolution. 
  • Coordinate a rapid and effective cross-sectional response to major incidents including escalation, follow-through, dissemination of workarounds, or resolution advice and closure.
  • Ensure all allocated actions/responsibilities are clearly defined and documented including updates.

Responsibilities:

  • Oversees the shift activities and performance of the GNOC personnel, ensuring the exercise of exemplary customer service to all internal and external customers.
  • To manage in-depth investigations into IT-related problems in order to minimize or prevent future breaks in service and ensure the use of pre-defined processes and tools, and best practice guidelines also assisting in determining root cause of problem through an appropriate solution.
  • To conduct detailed data analysis gathered via the Service Management process in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues.
  • Develop, coordinate and promote the effective functioning of problem management activities, assess and appropriate handling of major incidents; provide incident notification with proper notification processes.
  • Keep the Management informed of the progress of all Severity faults and provision a Root Cause Analysis Report for all Severity service outages.
  • Ensures that open / pending cases are addressed and closed within the appropriate time frame, and the proper communication of such cases to the next shift for continuity.


Minimum Qualifications:

  • Graduate of a Computer Related Bachelor's Degree.
  • ITIL Certified.
  • Five (5) to seven (7) years of experience managing high level incidents in a multiple contact center operations or shared services clients.
  • 2 Years of experience managing a team of Service Desk/IT Support/NOC Admin team.
  • Excellent English Communication Skills.

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