High Severity incident management affecting Critical CustomersHigh Severity incident management affecting internal systemsDirector-level or above ad-hoc requests for Executive Communications

Expedite trouble resolution by ensuring visibility and a quick transition through the different teams involved in the repair process in an effort to minimize impact on the affected customer's operations.Understand and address customer expectations, acting as a liaison between the customer and the different TELUS stakeholders such as fulfillment, field resources, client service management and leadership teams.Ongoing process improvement. Bridging the gaps in processes identified… Show more Expedite trouble resolution by ensuring visibility and a quick transition through the different teams involved in the repair process in an effort to minimize impact on the affected customer's operations.Understand and address customer expectations, acting as a liaison between the customer and the different TELUS stakeholders such as fulfillment, field resources, client service management and leadership teams.Ongoing process improvement. Bridging the gaps in processes identified through root cause analysis to prevent future escalations. Show less

Analysis of data and compiling of Post Incident Reports for Severity 1 incidents affecting Wireline, Wireless and Managed IT services (Firewalls, MPLS, VPNs, Unified Communications solutions, etc.) for Large Corporate/Enterprise solutions.Post Incident Reports for Executive leadership teams.Root Cause Analysis for high level incidents.Establishing mitigation strategies for high level incidents by working with internal support teams and Operations.