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March 29 2020     EnglishEnglish    SpanishSpanish

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Job Opportunity: Service Desk Analyst (w/ Incident Management exp):TELUS International Philippines, Inc.

Job description:

Service Desk Analyst (w/ Incident Management exp)

TELUS International Philippines, Inc. Metro Manila
Full time
Overview
As part of our Digital operations team you are a highly customer-focused subject matter expert who reinforces our brand reputation via maximum relicapability/availcapability of our digital customer practice. You'll be part of a team that provides 24/7 operations support for all TELUS digital applications. You will mitigate risk to our customers by providing monitoring support for planned releases and through supporting the tier 1 team's first-response responsibilities for unplanned downtime. You will leverage automated system alarming and monitoring and established incident avoidance / response processes to keep our systems available for our customers, providing tier 2 level support for TELUS digital applications and infrastructure support. You will participate in post incident reviews to ensure proper root cause analysis and problem management--to eliminate recurrence of events. You will also actively contribute to the TELUS digital team through collaboration that will help evolve our culture, processes and tools. You will be an ambassador for quality through effective communication, by keeping up to date with our products/results and by keeping product owners, and by keeping delivery teams and stakeholders accountable for their products and decisions.
Responsibilities
   » Ensure flawless and consistent execution of rapid response to critical operational incidents
   » Ensure effective risk mitigation via thorough accurate and precise release execution
   » Provide highly customer-focused leadership abilities on tech bridges (onshore or offshore)
   » Coordinate timely and accurate information for management (for executive communications on critical incidents)
   » Ensure a consistent, first and fastest response
   » Participate in and/or drive cross-functional post-incident reviews to help ensure continuous improvement of incident response, operations and execution
   » Maintain a strong technical, end-to-end knowledge of complex digital systems (i.e., delivery pipeline and production stack)
   » Influence support teams to respond appropriately to customer demand
   » Perform tier 2 level system remediation responsibilities, including error log analysis and ensure the proper support identified and engaged, and moderate system/application maintenance and intervention
   » Some on-call work is expected
Required Knowledge
   » Enterprise change, release and incident management practices
   » Familiarity with AWS, OpenShift technology (design and implementation)
   » Technical knowledge of the internet, web applications, BTO and Tech Strategy systems (i.e., DNS, F5, Services Delivery Framework (SDF), SOA etc) - you know your way around the architecture
   » Practical knowledge of agile delivery (i.e., scrum/kanban)
   » Familiarity with ITIL methodology (certification not required) - Junior to intermediate level developer background
Required expertise & Abilities
   » Can easily navigate web servers, firewalls/WAFs, load balancers, server logs, full stack web applications and cloud technology
   » Can articulate system uptime benefits (and downtime impacts) and leverage data for making and justifying decisions
   » Know how to sharpen up and use your elbows when answers are needed (can ask the ?five whys' to get to the real root cause)
   » Have a penchant for curiosity, exploration, learning and staying current in your field
   » Possess a tendency to help product owners understand and value the post launch practice (day 2+)
   » A solid desire to collaborate, roll up your sleeves/be in the weeds--even when not invited to the party
   » Can identify and solve problems in new and innovative ways
   » An affinity for facilitation, communication, negotiation - strong interpersonal expertise
   » capability to code for the web in languages such as nodejs, php, javascript

Worksvianet Philippines - 3 days ago

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Job Category: Other [ View All Other Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Metro Manila
Company Type Employer
Post Date: 03/26/2020 / Viewed 13 times
Contact Information
Company: TELUS International Philippines, Inc.


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