Major Incident Manager

Hello Dear Candidate,Greetings for the day

Please find the Company Profile and Job Description mentioned below. TELUS Digital, formally known as Telus International. Telus Corporation is a parent company which is one of largest telecommunications/telecom company in Canada. We hold the largest market share in Canada & USA and we have a global presence around the world. Like in India we have Jio, airtel and vodafone etc. In India , we have offices in Noida, Gurugram, Bengaluru, Mumbai and Ahmedabad.

We have 4 different verticals broadly categories as

Digital Solutions

Customer Experience

Healthcare

Artificial Intelligence

Note:

• This role requires candidates to work in a 24x7 shift environment.
• The work schedule follows a 4-day workweek with 3 days off.
• Each shift is 12 hours, including 1 hour and 30 minutes of break time.
• Initially, this is a remote opportunity. Then it will be for Base location in Noida Sector 135
• Shift allowance will be applicable only for employees working evening and night shifts.

TELUS Major Network Incident Management - TELUS Command Centre-Network (TCC)

Incident Manager - Candidate Purpose

Working under the TELUS Chief Technology Office (CTO) business unit, the TELUS Command Centre-Network (TCC) team is responsible for managing and communicating major incidents in all parts of the TELUS wireline and wireless networks. This critical role provides the management presence and leadership during any network incident affecting TELUS services and customers.

Responsible for

1. Manage the status and restoration of all planned and unplanned equipment outages on the National TELUS Network by ensuring customer, employee, contractor and third party Incumbent/Interconnect carrier activities cause minimal detrimental impact to the delivery of TELUS network services.
2. Provide effective, accurate and timely communication, both verbally and written, to internal stakeholders during network outages, degradations and threats.
3. Provide high level summary event notifications at an Executive level during major or highly visible network incidents.
4. Facilitate incident management technical and management bridges to drive down time to resolve for an incident.
5. Provide a 24 hour single point of contact for management support of core network activities and customer/call centre escalations.
6. Liaise with consumer/client/business/partner solutions groups to facilitate effective communication between customer and network stakeholders.
7. Work with other TELUS network teams ie: Assurance teams, Change Management, NOC Surveillance teams, Field Technicians, to analyze network outages for root cause and create processes to eliminate repeat failures on the National network.
8. Identify areas of opportunity to address gaps with processes, systems, and tools for driving efficiencies in day-to-day operations.
9. Collaborate with subject matter experts on business requirements to introduce automation to tools and processes.
10. Work with Problem Management to address Post Incident Review action items.

Knowledge, Skills and Abilities (KSA) Intermediate/Strong knowledge and understanding of:

1. Wireless Telecommunications (HSPA, LTE, 5GNR, IP)
2. Wireline Telecommunications (GTD5, DMS, 5eSS, CS20 and STP services)
3. IP related technologies (Transport network, Backbone routers, Core technologies)
4. Incident Management
5. Change Management
6. Collaboration tools and trouble ticketing systems (LYNX, NuRemedy, ServiceNow, Complete G Suite)
7. Demonstrated expertise in leveraging AI resources, including FueliX and NotebookLM

Displays strong technical and analytical skills.

1. Demonstrates excellent verbal and written communication skills (English, French a nice to have) and effective presentation, process understanding and gap analysis
2. Proficient with systematic troubleshooting methodology, time management, and prioritization.
3. Solid ability to collaborate with a variety of diverse groups and teams (internal and/or external), including senior leadership levels, to effectively resolve major network outages, degradations or threats.
4. Ability to work shift work on a 24x7x365, 12.5 hour shift rotation.
5. Ability to prioritize multiple tasks, details and activities in a time sensitive and high pressure environment.
6. Requires judgment in making and owning process decisions while being sensitive to organizational needs.
7. Proven ability to effectively influence a multiple faceted workforce during situations with senior leadership visibility.

Education required

1. Engineering or Computer Science university degree - mandatory
2. Project Management Certification (PMP) - nice to have
3. Agile scrum methodology - nice to have
4. CCNA or CCNP - nice to have