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Managed Services Specialist III - Cloud Infrastructure

Reference ID: TEC10494-18

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Join our team

The Cloud Infrastructure team is seeking an experienced unified communications & collaboration professionals as a Managed Services Specialist III with strong knowledge, and hands on experience in, Managed Services across various technologies: video, voice, data, audio-visual (AV), signage. You will be responsible for Proactive Management - Assurance - Tier III across our cloud services.

Here's the impact you'll make and what we'll accomplish together

The successful candidate must possess a strong customer focus, be a great communicator, ability to diagnose and resolve complex service interruptions. Have initiative and passion to implement improvement strategies, in order to mitigate future outages and capacity to prioritize in a rapid growing environment. These roles are for the candidates who are a self-starter and look for opportunities to prevent outages, rather than simply responding to troubles.

Here's how
    •Provide technical expertise in supporting/maintaining our cloud services network monitoring framework, supporting all our network, computing, storage, applications •Work in close proximity with our service development team, to ensure solutions sustainability & feasibility can be achieved •Provide expertise in proactively monitoring the service and network layers for impacting network based events and troubleshooting expertise in solving complex issues •Provide technical analysis and recommendations to engineering, enterprise network and/or vendors to ensure smooth delivery & implementation of enhancements and/or fixes to our platform applications and associated services •Lead initiatives to improve the reliability of TELUS services through innovation and internal investment •Advanced ability to lead and collaborate with a variety of diverse groups and teams, internal and/or external, to effectively introduce and implement change in the work place •Strong leadership, team and project management skills and experience with a variety of technical projects and programs •Provide incident, problem and change management for network and customer services in accordance with change management and customer processes •Provide technical and process support to internal departments and/or external customers by:
      •Responding, resolving and/or escalating network and/or client issues within contracted time frame •Proactively engage next level support teams as appropriate •Consult with internal and/or external customers and peers to review outages, remedial changes, customer caused network issues, etc
    •Participate in planning, of project requirements which may involve providing input into the technical design •Develop and maintain documentation and information, e.g. network diagrams, typologies, contact information, etc •Provide technical training to support teams to enable individuals to support new product & service introductions •Conduct operational design and readiness of new technologies •Systematic troubleshooting methodology, written and verbal communications, time management, prioritization


You're the missing piece of the puzzle
    •Multi-application/converge network troubleshooting experience •Cisco Collaboration Solutions products lines knowledge •Polycom infrastructure & endpoints knowledge •Microsoft (MS) Skype for Business & Microsoft Surface hubs experience & knowledge •Advanced skills in Session Initiation Protocol (SIP) implementation & troubleshoot knowledge •Understanding of firewall functions like access control list (ACL) & network address translation (NAT) •Session Border Controllers •Solid understanding of Quality of Service (QoS), Differentiated Services Code Point (DSCP) packet marking & best methods of troubleshooting •Ability to troubleshoot complex dial plans •Ability to perform packet capture and analysis •Excellent verbal and written communication skills •ScienceLogic Administrator experience

    •ScienceLogic Expert certification •Cisco Hosted Collaboration Solutions experience •Cisco Unified Communications Application set experience •Cisco Unified Collaborations: Telepresence/Spark •Cisco WebEx teams •Cisco Data Center Architecture knowledge

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

At TELUS, you create future friendly ® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Posted: September 22, 2018
Closes: November 21, 2018
Email Address:
Company Info
10,000+ employees

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About Telus

TELUS (TSX: T, NYSE: TU) is Canada’s fastest-growing national telecommunications company, with $12.3 billion of annual revenue and 13.9 million customer connections, including 8.4 million wireless ...