Incident Management Administrator (Data Centre)

TELUS Digital; Metro Manila; On-site; PHP 781,000 - 1,116,000; Full time

Job summary

TELUS Digital in Manila is seeking an Incident Management Analyst to support our 24x7 data centre operations. You will triage incidents, coordinate recovery efforts, and deliver timely status reports to stakeholders.

The role requires ITIL knowledge, strong communication, and the ability to work rotating 12-hour shifts across a complex IT environment. You will collaborate with internal and external IT teams, develop playbooks, and drive continuous improvement in incident management processes.

Qualifications

• Experience providing incident management support in large IT/x data centre environments.
• Proven ability to triage incidents and lead cross-functional resolution efforts.
• Strong communication and documentation skills.

Responsibilities

• Detect incidents/problems using monitoring tools and triage methods.
• Lead collaboration of internal and external IT teams to recover services.
• Provide status updates and written reports for stakeholders.
• Determine escalation paths for major incidents.
• Create playbooks and test incident management tools/systems.
• Take ownership of outages until service recovery.
• Review emergency changes for compliance with guidelines.
• Perform daily operational tasks as required.
• Follow up with resolver teams after incidents and close actions.
• Participate in Post Incident Review actions and learnings.

Skills

Incident Management

Customer Service

ITIL v3/v4

Leadership

Rotating shifts

Education

Engineering or Computer Science degree

Tools

Microsoft Office

Google Workspace

Job description

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.

Here’s the impact you’ll make and what we’ll accomplish together. As an Incident Management Analyst, you are a goal-orientated, highly motivated self-starter with a strong sense of customer service. You 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 Incident Management Analyst will work on rotating 12-hour shifts supporting a 24x7 operation.

Here’s how:

Work in a team environment

• Detect incidents/problems using various monitoring tools and triaging methods
• Lead the collaboration of internal and external IT teams to recover services
• Provide status updates and written reports for TCC stakeholders
• Determine the correct escalation path for engaging teams for major incident management
• Responsible for Continuous Improvements in the team such as creating playbooks, testing of Incident Management tools/systems, highlighting opportunities for streamlining and digitizing,creating training materials, etc.
• Take ownership of all outages until service is recovered, and escal…??
• Review any emergency changes to ensure they follow National Change Managements guidelines
• Perform daily operational tasks as required
• Accountable for follow up actions with various resolver teams after each incident where applicable
• Participate in Post Incident Review action items as required
• Continue your own learning and growth to ensure a better understanding of relevant technologies for more effective recovery facilitation

You’re the missing piece of the puzz

• 3-5+ years working with technologies used to support services in large and complex Data Centre environments, including demonstrated ability to provide Incident Management support and resolution in a timely manner
• 5-7+ years supporting IT infrastructure/services in a complex IT environment
• Strong understanding of the ITILv3 framework or ITILv4 framework
• Demonstrated ability to provide Incident Management support and resolution within large Data Centre environments in a timely manner
• Strong networking and interpersonal skills, highly customer-focused and able to lead conference calls with authority
• Excellent decision-maker with a focus on service recovery Capacity to work on rotating 12-hour shifts supporting 24x7 operations
• Proficient skills in Microsoft Office suite (Excel, Access, Word, and PowerPoint), along with Google suite (Drive, Docs and Chat)Commended for your self-motivation, decision-making and conflict-management skills
• Distinguished for your exceptional written and verbal communication skills along with an ability to work under minimal supervision
• Education preferred: Engineering or Computer Science university degree
• Nice to have: Project Management Certification (PMP); Agile scrum methodology; CCNA or CCNP