Problem Management Analyst
telus international
Ortigas Center
2d ago

Description and Requirements

Join our team

Are you looking for an opportunity to improve customer experience by helping to make our services and platforms more reliable?

A key part of the Reliability Center of Excellence, the Problem Management team is laser-focused on identifying problems that impact our services to customers and coordinating the effort to prevent their recurrence.

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 our crucial customer 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). Your passion for demonstrating our values and making a difference for our customers, our shareholders, our communities and our team will help drive our success.

That's not all! You will also be joining a dynamic team with personality, strong opinions and spirit! This collaborative team is made up of individuals with a breadth of experience across our organization.

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 humor!

Here’s how

Develop and deliver Post-Incident Review Documents and weekly content related to these Post-Incident Reviews

Facilitate post-incident review (PIR) workshops and work with key stakeholders to document action items resulting from network, corporate system or other events

Create lesson plans that team members can leverage to learn more about action items and key learnings from network, corporate system or other incidents

Manage the day-to-day operations related to PIRs on daily incidents

Support and contribute to monthly reporting conducted by Problem Management team

Collaborate and liaise with teams across the Reliability Center of Excellence and others as required to determine which incidents have superior tuition value to share across the organization

Implement process improvements across the business to improve effectiveness of our operations and the reliability of our network

Develop materials for the Learning for Reliability program, the training program to encourage conversations about reliability across operational areas of the business

You’re the missing piece of the puzzle

Known for having excelled in an analytical role involving critical thinking and brainstorming with peers for at least five years.

Recognized for your exemplary self-discipline and organization skills

Talented at facilitating cross-functional discussions during meetings with stakeholders who have competing priorities.

Valued for your excellent planning and time management skills, with the ability to prioritize and multitask in a rapidly changing environment to meet business needs

Regarded for your interpersonal and communication skills

Committed to your exceptional attitude towards working in a team and being collaborative in all aspects of work

With a knack for influencing stakeholders from cross functional teams.

Expert command of English, both spoken and written


Preferably a degree holder of Bachelor of Science in Computer Science or Software Engineering

Knowledge of the French language

Familiarity with Problem Management, ITIL, or Incident Management

At least 5 years of experience managing multiple projects with varying deadlines

At least 5 years of experience with process improvements through proven methodologies such as Six Sigma

Should be knowledgeable in the following Tools : ITSM, Heat, GSuite, Remedy

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