incident Management associateTelus
Workplace: Pasig
Salary: Agreement
Work form: Full time
Posting Date: 08/02/2026
Deadline: 25/07/2021
Description and Requirements
Provide IT support services takes direction from more senior individuals (Onshore Managers, Directors, VPs) and assists in the high severity incident identification, recovery, and resolution. The primary responsibility is to get events/ incidents closed as quickly as possible via effective Event Handling, and ensuring Incident Management procedures are executed and followed to ensure a high level of system availability, service quality, and client satisfaction.
1. Responds to escalations from any team on events that are detected and which require actions from other support teams in order to proactively prevent incidents/outages from occurring. Resolution expected within the contracted Service Levels for all client-supported software, hardware, and LAN infrastructure.
2. Creates Major Incident Remedy and Lynx tickets as reported by the business and BT Support teams and escalates to appropriate support groups for their immediate investigation.
3. Set up and manage Technical Bridge for support teams to collaborate and investigate to resolve incidents as quickly as possible.
4. Contact support teams by phone, email, and communicator and escalates to Managers, Directors, and VPs in case, on-call support cannot be reached.
5. Creates notification alerts for Critical outages affecting BT Internal Applications via the One Notify tool.
6. Creates and updates Whiteboard for Critical outages affecting BT Internal Applications.
7. Creates notification alerts for Managed IT Services (MITS), Health Services, and Facilities Services via One Notify and Whiteboard
8. Manages incident recovery utilizing all available resources to ensure a quick recovery of impacted service.
9. Provides timely, succinct, and clear communication to all stakeholders during critical incidents, including the delivery of outage reports.
10. Assists support teams on their deployment of emergency release and to monitor its progress and completion and alert the business in case there are delays or problems in the completion of the release so they can plan their course of action for this eventuality.
11. Participates in various Team and Project meetings. Expected to receive, understand and execute on assigned tasks.
Explore the possibilities at TELUS International. We love to see you grow and develop both personally and professionally. Find jobs that match your skills to build a career that excites you. Join our Talent Community to receive Newsletters and jobs alerts based on your profile and interests. Come learn how!
Telus
Provide IT support services takes direction from more senior individuals (Onshore Managers, Directors, VPs) and assists in the high severity incident identification, recovery, and resolution. The primary responsibility is to get events/ incidents closed as quickly as possible via effective Event Handling, and ensuring Incident Management procedures are executed and followed to ensure a high level of system availability, service quality, and client satisfaction.
1. Responds to escalations from any team on events that are detected and which require actions from other support teams in order to proactively prevent incidents/outages from occurring. Resolution expected within the contracted Service Levels for all client-supported software, hardware, and LAN infrastructure.
2. Creates Major Incident Remedy and Lynx tickets as reported by the business and BT Support teams and escalates to appropriate support groups for their immediate investigation.
3. Set up and manage Technical Bridge for support teams to collaborate and investigate to resolve incidents as quickly as possible.
4. Contact support teams by phone, email, and communicator and escalates to Managers, Directors, and VPs in case, on-call support cannot be reached.
5. Creates notification alerts for Critical outages affecting BT Internal Applications via the One Notify tool.
6. Creates and updates Whiteboard for Critical outages affecting BT Internal Applications.
7. Creates notification alerts for Managed IT Services (MITS), Health Services, and Facilities Services via One Notify and Whiteboard
8. Manages incident recovery utilizing all available resources to ensure a quick recovery of impacted service.
9. Provides timely, succinct, and clear communication to all stakeholders during critical incidents, including the delivery of outage reports.
10. Assists support teams on their deployment of emergency release and to monitor its progress and completion and alert the business in case there are delays or problems in the completion of the release so they can plan their course of action for this eventuality.
11. Participates in various Team and Project meetings. Expected to receive, understand and execute on assigned tasks.
Explore the possibilities at TELUS International. We love to see you grow and develop both personally and professionally. Find jobs that match your skills to build a career that excites you. Join our Talent Community to receive Newsletters and jobs alerts based on your profile and interests. Come learn how!
Telus
Other Info
Ortigas Center, Pasig City
Permanent
Full-time
Permanent
Full-time
Submit profile
Telus
About the company
Customer Care Coordinator (Order Management | Healthcare Account)
บริษัท เทเลไดเร็ค เทเลคอมเมิร์ซ (ประเทศไทย) จํากัด
MetroManila, Manila, PasigAgreement
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