Join our team
Are you looking for an opportunity to improve the TELUS customer experience by helping to make our services and platforms more reliable? A key part of the Reliability Centre of Excellence, the TELUS Problem Management team is laser focused on identifying problems that impact our services to customers and coordinates the effort to prevent their recurrence.
This is an opportunity to lead a team that investigates high severity incidents, determines their root cause, and supports the development of a plan to ensure the incident never happens again.Here's the impact you'll make and what we'll accomplish together
By collaborating with stakeholders across the business you will help the organization investigate critical customer impacting incidents, and report on findings to a variety of audiences. You will be integral to the company's ability to continuously improve our award-winning customer first-experience(s).
More specifically, you will manage and oversee the team that investigates significant outages and degradations by facilitating discussions and uncovering the true root cause of an incident. You will lead the team's efforts to communicate post-incident action items, root causes, and key learnings across the TELUS organization, including to our senior and executive team members through executive presentations.
You will also be joining a dynamic and hardworking team with personality, strong opinions and spirit! This collaborative team is made up of individuals with a breadth of experience across TELUS. Work alongside team members who have a wealth of industry experience and have been instrumental in building and supporting this Problem Management team from initiation. You will also be expected to bring your own sense of humour!
Our industry and technologies are constantly changing. To be successful in this role, you will need to adapt and thrive in an environment of change. On any given day, you could be tasked with developing a new strategy to drive awareness of a key reliability initiative, work with leaders to improve a reliability process, prepare a post-incident update for executives and leaders on a reliability incident, produce a new reliability message for delivery across TELUS, or prepare a business case or operational program update. If you have insatiable curiosity, relentless drive and limitless optimism, we'll be excited to have you join us to tackle some of our biggest opportunities and challenges.Here's how
•Lead a team of professionals responsible for investigating high severity incidents, determining root cause, and supporting the development of an action plan to mitigate or prevent recurrence of the identified problems
•Advise the business; proactively bring expertise and creative solutions to improve reliability and reduce time to repair
•Enable the transformation of the team into a best in class Problem Management and Continuous Service Improvement organization - through systems, tools, processes and people
•Cultivate a culture of business ownership and engagement; elevate the Problem Management team to become a desired destination
•Develop a people plan that forecasts future requirements in terms of quantity of resources and skill level
•Support the team with all executive reporting on a weekly, monthly and adhoc basis Qualifications:You're the missing piece of the puzzle
•You are a proven leader with the ability to coach, mentor and develop team members effectively and successfully
•You are comfortable with technology and participating in discussions about technical issues
•You are effective, clear, concise and influential in all aspects of communication, including presentation, written & verbal
•You are able to influence all levels of management including cross-functional teams and senior executives
•You foster team buy-in to effectively and expediently support business requirements; an entrepreneurial spirit which will drive passionate ownership and responsibility for the business
•You bring a continuous improvement mentality you encourage "test & learn" and challenging the status quo
•You are a leader others actively seek as a partner; you are able to facilitate cross-functional conversations with stakeholders with competing priorities; you are committed to your exceptional attitude towards working in a team and being collaborative in all aspects of work
•You thrive in continuously changing and dynamic environments; Recognized for your exemplary self-discipline and organization skills Great-to-haves
•University Degree in computer science, engineering or technology-related discipline is preferred
•MBA is considered an asset
•Experience in a people leadership role
•Familiarity with Problem Management, ITIL, or Incident Management A bit about us
Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. 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.
Management and Executive