Technology Analyst I

Intello Technologies Inc.; Calgary; Hybrid; CAD 52,000 - 78,000; Full time

Job summary

A leading technology solutions provider in Calgary seeks a Technology Analyst for their Command Centre. This role demands 24x7 incident management support within a dynamic team. Ideal candidates will possess strong IT knowledge with a focus on continuous improvement in service delivery. Flexible working options combine in-office and remote setups, promoting work-life balance while delivering cutting-edge technology solutions.

Benefits

Minimum 3 weeks vacation

Flexible benefits plan

Company matched pension program

Learning and development opportunities

Qualifications

• 3-5+ years supporting IT infrastructure in Data Centre environments.
• Strong ITIL v3/v4 knowledge for service recovery.
• Proficient in using ServiceNow for incident management.

Responsibilities

• Detect and investigate incidents using monitoring tools.
• Coordinate IT teams for service restoration.
• Provide status updates to stakeholders.

Skills

Incident Management

Communication Skills

Problem Solving

Team Collaboration

Customer Focus

Education

Post-secondary technical diploma/certification

Tools

ServiceNow

Microsoft Office

Google Suite

Job description

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Toronto, ON, CA Thornhill, ON, CA, L3T 7R2

Jobs by Category: Technology Solutions

Job Function: Network & Engineering

Status: Full Time

Schedule: Regular

Description

Where Technology Meets Mission-Critical Impact - Keep Services Running 24x7 at Our Command Centre

Join our team

The TELUS Command Centre team is dedicated to providing 24x7 support for incident management within our data centre operations. In a world where the volume of data continues to grow, data management excellence is crucial. Our team is composed of highly passionate analysts who work tirelessly to detect problems and manage service recovery during complex technology events. We collaborate closely with internal and external IT teams to ensure timely resolution & recovery, while adhering to the TELUS Incident Management process.

We are a growing team with dynamic strengths who share a real passion for solving complex business problems. We are looking for energetic individuals who are detail oriented, have an Outside-in perspective, and take pride in operational excellence.

Our team and what we’ll accomplish together

Our industry and technologies are constantly changing, so an essential part of being successful in this role involves being able to adapt and thrive in an environment of change. On any given day, you will work closely with various internal and external IT teams to recover services, provide status updates and reporting to management teams, implement training, and take ownership of all outages until service is recovered. 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.

As a Technology Analyst within our Reliability Centre of Excellence portfolio, you will leverage your technical acumen, creative problem-solving, collaborating and interpersonal skills to take on a broad array of challenges and deliver operational and customer service excellence. As a team member in this exciting and fast-paced environment, the Technology Analyst will work on rotating 12-hour shifts supporting a 24x7 operation.

What you’ll do

Collaborate with a dynamic team of passionate analysts in a fast-paced, mission-critical environment

Be the first line of defense - proactively detect and investigate incidents using cutting-edge monitoring tools

Rally and coordinate internal and external IT teams to swiftly restore critical services and minimize downtime

Keep stakeholders informed and confident with clear, timely status updates and comprehensive reports to customers and executive leadership

Make critical decisions under pressure - identify the right escalation path and mobilize expert support when every minute counts

Drive innovation and excellence by contributing to continuous improvement initiatives that shape the future of our Command Centre

Own the outcome - take complete accountability for service restoration from incident detection through full recovery

Shape the technology landscape by reviewing and approving emergency changes that keep our systems resilient

Master diverse operational challenges while maintaining the highest standards of service delivery

Close the loop on every incident by ensuring thorough follow-up actions and knowledge transfer across resolver teams

Qualifications

What you bring

Post-secondary technical diploma/certification

3-5+ years supporting IT infrastructure and services in large, complex Data Centre environments

Strong understanding of ITIL v3/v4 framework with focus on service recovery and decision-making

Demonstrated ability to provide timely Incident Management support and resolution in Data Centre environments

Excellent written and verbal communication skills with public speaking and conference call leadership abilities

Strong networking and interpersonal skills with high customer focus and ability to work under minimal supervision

Proficient in Microsoft Office suite (Excel, Access, Word, PowerPoint) and Google suite (Drive, Docs, Chat)

Experience using ServiceNow to track, analyze, and manage high-priority incidents, with a strong ability to interpret incident trends and performance metrics to drive timely resolution and continuous improvement.

Self-motivated with exceptional decision-making and conflict management capabilities

Proven ability to lead conference calls with authority and manage complex IT service incidents

Great-to-haves

Background in telecommunications, data centre, network, security, or systems operations

Experience with analytics and reporting tools (Tableau, Jira, Looker Studio) and ability to derive meaningful insights from complex data

Salary Range: $52,000-$78,000

Performance Bonus or Sales Incentive Plan: 10%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefitssuch as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunitiestodevelop your skills
• And much more …

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team memberwill be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Technology Solutions

We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

5G
TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.