Job Description

Incident Manager

Location: Remote/Canada

Duration: 6-12+ Months

This is a bilingual requirement-French and English speaking required

Major Network Incident Management - Client Event Management (TEM)

Working under Technology Excellence (CTE), the Client Event Management (TEM) team is responsible for managing and communicating major incidents in all parts of the Client data, voice and wireless networks. This critical role provides the management presence and leadership during any network incident affecting Client services and customers.

Manage the status and restoration of all planned and unplanned equipment outages on the National Client Network by ensuring customer, employee, contractor and third party Incumbent/Interconnect carrier activities cause minimal detrimental impact to the delivery of Client network services.

Provide effective, accurate and timely communication, both verbally and written, to internal stakeholders during network outages, degradations and threats.

Provide high level summary event notifications at an Executive level during major or highly visible network incidents.

Facilitate incident management technical and management bridges to drive down time to resolve for an incident

Provide a 24 hour single point of contact for management support of core network activities and customer escalations.

Liaise with consumer//business/partner solutions groups to facilitate effective communication between customer and network stakeholders.

Work with other Client network teams ie: Assurance teams, Change Management, Surveillance teams, Field Technicians, to analyze network outages for root cause and create processes to eliminate repeat failures on the National network.

Identify areas of opportunity to address gaps with processes, systems, and tools for driving efficiencies in day-to-day operations.

Collaborate with subject matter experts on business requirements to introduce automation to tools and processes.

Work with Problem Management to address Post Incident Review action items.

Intermediate knowledge and understanding of:

Wireless Telecommunications (HSPA, LTE, 5GNR, IP)

Wireline Telecommunications (GTD5, DMS, 5eSS, CS20 and STP services)

IP related technologies (Transport network, Backbone routers, Core technologies)

Incident Management

Change Management

Collaboration tools and trouble ticketing systems (LYNX, NuRemedy, Complete G Suite)

Intermediate / strong technical and analytical skills. Requires judgment in making and owning technical decisions.

Demonstrates excellent verbal and written communication skills (English and/or French) and effective presentation, process understanding and gap analysis; Systematic troubleshooting methodology, time management, prioritization.

Intermediate ability to collaborate with a variety of diverse groups and teams (internal and/or external) to effectively resolve major network outages, degradations or threats.

Ability to work shift work on a 24x7x365 12.5 hour shift rotation.

Ability to prioritize multiple tasks, details and activities in a time sensitive and high pressure environment.

Requires judgment in making and owning process decisions while being sensitive to organizational needs.

Proven ability to effectively influence a multiple faceted workforce during situations with senior leader visibility.

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