Global Service Desk Analyst
Long View Systems
Technology Analyst II – Incident Management Specialist
TELUS
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$60,000 - CA$90,000 per year
Job Level
Mid-LevelSenior
Tech Stack
ServiceNow
About the role
- 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
- Monitor and triage thousands of alerts hourly, distinguishing the critical 1-2 incidents requiring immediate action from routine system notifications
- 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
Requirements
- 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
- 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
Benefits
- Comprehensive total rewards package highlighting competitive salary and bonus structures
- Minimum 3 weeks of vacation
- Flexible benefits plan to meet the needs of you and your family
- Flexibility to work in-office, virtually or a combination of both
- 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 opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT infrastructure supportincident detectionincident investigationservice recoverymonitoring toolsalert triagecontinuous improvementemergency change managementdata center operationsITIL v3/v4
Soft skills
communication skillspublic speakingleadershipinterpersonal skillscustomer focusdecision-makingaccountabilityteam collaborationproblem-solvingability to work under pressure
Certifications
post-secondary technical diplomaITIL certification
