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Logo Telus International

Application Support

Basic Information

Ref Number

Req_00020250

Primary Location

PH - Manila - Discovery

Country

Philippines

Job Type

Digital Solutions

Work Style

Hybrid

Description and Requirements

Responsibilities:

  • Monitor and action SCOM Alerts for TV2

  • Monitor and action Splunk Dashboards for TV3/TV2 monitoring and quires

  • Monitor and action CVOC/IQ probes 

  • Monitor and action OSC email box as needed

  • Monitor and action Lynx/Remedy queues if time sensitive

  • Transfer and monitor 24x7 Toll Free OSC phone line

  • Escalate issues to TS Dev/OPS T4 teams as needed

  • Take Inbound or Escalate issues to Vendors Service Centers/NOCs  teams as needed

  • Escalate issues to Leadership/TELUS Event Management teams as needed

  • Follow Incident Management processes

  • Document and communicate incident timelines/provide follow-up information as needed   

  • Provide after hours Tokens to TELUS Vendors as needed


Required Skills:

  • Proficient in Optik TV/TV2 and architecture/infrastructure (MediaRoom)

  • Proficient in Pik TV/TV3 and architecture/infrastructure (MediaFirst)

  • Proficient in Microsoft/Linux servers

  • Proficient in F5

  • Experience in System Administration and/or NOC Administration

  • Understanding AVPipeline concepts

  • Should be able to demonstrate basic troubleshooting steps

  • Knowledge of DNS, TCP/IP, and DHCP


Technologies and Tools

  • IP television (IPTV)

  • Scripting: PowerShell, Perl, Python, Extensible Markup Language (XML)

  • Windows 2008 R1/R2 & Windows 2012 Server technologies

  • Experience with Linux server administration

  • Splunk: Monitoring and Alerting 

  • Active Directory and Identity Management

  • Microsoft (MS) System Center Configuration Manager (SCCM), Internet Information Services (IIS), System Center Operations Manager (SCOM)

  • Structured Query Language (SQL)

  • Middleware Tools

  • Lynx

  • Remedy

  • NuCool

  • CVOC

  • Outlook Email

  • Google Docs 

  • Wiki

  • OAP


To be successful in this role:

  • Familiar with Telecoms industry, especially when it comes to Assurance for IPTV

  • Work well in stressful situations 

  • High ability to dig down, correlate and map different data sets to help root cause systemic issues

  • Logical mindset

  • Comfortable communicating with executives/engineers/vendors/front line agents during outages/degradations

  • Autonomous – when something in the data looks wrong, is able to identify the data missing to further the correlation and move forward

Additional Job Description

Provide Tier2 operational support for a range of critical applications.

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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