Senior Technology Specialist

at  TELUS

Location:Montréal, QC, CA, H3B 1S6
Req ID: 45143
Jobs by Category: Sales and Marketing
Job Function: Marketing
Status: Full Time
Schedule: Regular

PROFESSIONAL CERTIFICATION AND EXPERIENCE:

• College or University Degree in related field
• Post-secondary degree or equivalent industry experience is strongly recommended
• ITIL Foundations certification - strongly recommended
• Six Sigma Certification (s) - recommended
• 3 years of work experience in an Incident Management/Escalation role
  Advanced knowledge of English is required, because you will, , interact in English with external parties (clients, suppliers, candidates, external partners…), interact in English with internal parties (colleagues, internal partners, stakeholders…), as part of this position’s main responsibilities, given its scope.
  Salary Range: $74,000-$112,000
  Performance Bonus or Sales Incentive Plan: 12%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both, based on the role’s requirements
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more …

A BIT ABOUT US

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks

You will be operating in a fast-paced environment with operations spanning 24 hours a day, 7 days a week. Your commitment to maintaining the highest standard of customer service is essential. The successful candidate will be an IT or Customer Service specialist with strong communication skills, or an individual with a specific expertise that can acquire additional skills quickly.

• Access, monitor, and escalate trouble tickets to minimize customer impact
• Coordinate with resolver groups across multiple departments to expedite resolution activities
• Communicate incident status across multiple streams (customer, executives, etc.)
• Maintain TBIM knowledge base information systems
• Establish relationship with external partners
• Take part in TBIM on-call rotation (Level 3)
• Lead operational/management bridges for complex incidents
• Provide executive-level communication (ESR) for high-severity incidents
• Participate on steering committees with the intent of advising, compiling and authorizing recommendations that impact the business
• Facilitate and manage post incident reviews (PIR’s) with stakeholders to find root cause on major incidents and implement improvements to reduce repeat failures
• Conduct research, investigation and analysis as required to meet our business objectives
• Regularly interact with Senior Leadership and Executive

As a member of the TBIM (TELUS Business Incident Management) team, you will perform incident management duties on high-severity troubles for all products and services impacting our Business customers. You will also communicate with Operations teams during events impacting multiple customers or team members and gather impact details to be conveyed on Management Bridges. These incidents will frequently have visibility with our leadership teams (both Senior and Executive).

You will be operating in a fast-paced environment with operations spanning 24 hours a day, 7 days a week. Your commitment to maintaining the highest standard of customer service is essential. The successful candidate will be an IT or Customer Service specialist with strong communication skills, or an individual with a specific expertise that can acquire additional skills quickly.

• Access, monitor, and escalate trouble tickets to minimize customer impact
• Coordinate with resolver groups across multiple departments to expedite resolution activities
• Communicate incident status across multiple streams (customer, executives, etc.)
• Maintain TBIM knowledge base information systems
• Establish relationship with external partners
• Take part in TBIM on-call rotation (Level 3)
• Lead operational/management bridges for complex incidents
• Provide executive-level communication (ESR) for high-severity incidents
• Participate on steering committees with the intent of advising, compiling and authorizing recommendations that impact the business
• Facilitate and manage post incident reviews (PIR’s) with stakeholders to find root cause on major incidents and implement improvements to reduce repeat failures
• Conduct research, investigation and analysis as required to meet our business objectives
• Regularly interact with Senior Leadership and Executives