TELUS Digital
Requirements
Description and Requirements
Key Responsibilities:
• Lead the Problem Management process, including identification, analysis, investigation, and resolution of root causes for incidents and recurring issues.
• Collaborate closely with Incident Managers, Service Desk teams, and other IT stakeholders to prioritize and resolve problems impacting service delivery and operational efficiency.
• Conduct root cause analysis (RCA) sessions to identify underlying causes of problems, document findings, and develop corrective and preventive actions (CAPAs).
• Manage problem records in the IT service management (ITSM) system, ensuring accurate documentation, categorization, prioritization, and timely resolution of problems.
• Implement and maintain problem management strategies, policies, and procedures aligned with ITIL best practices to drive continuous improvement and minimize the impact of incidents on business operations.
• Develop and analyze problem management metrics, KPIs, and reports to measure performance, identify trends, and track the effectiveness of problem management activities.
• Coordinate with Change Management, Release Management, and Configuration Management teams to ensure alignment and integration of problem management activities with other IT service management processes.
• Participate in major incident reviews, service reviews, and post-implementation reviews to identify lessons learned and implement improvements in problem management processes and procedures.
• Provide guidance and support to junior problem management staff, fostering a culture of continuous improvement and knowledge sharing within the team.
• Stay current with industry trends, best practices, and technologies related to problem management and IT service management.
• Requirements:
• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• Proven experience (4+ years) in problem management or incident management roles within a corporate IT environment, with a strong understanding of IT service management principles and methodologies.
• Technical proficiency in conducting root cause analysis (RCA) and problem resolution across IT infrastructure, applications, and services.
• Experience with IT service management tools (e.g., ServiceNow, BMC Remedy) and familiarity with ITIL framework.
• Strong analytical and problem-solving skills, with the ability to effectively prioritize and manage multiple problems and projects simultaneously.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively at all organizational levels.
• ITIL Foundation certification or higher-level ITIL certifications preferred.
• Experience in managing problem management processes in a complex organizational environment.
Additional Job Description
We are seeking a detail-oriented and proactive Problem Manager to join our IT department. The Problem Manager will be responsible for managing the Problem Management process, identifying root causes of incidents and recurring issues, and implementing preventive measures to minimize their impact on business operations. This role requires strong analytical skills, technical expertise, and the ability to collaborate effectively with cross-functional teams. Also support on Service Level Management practice.
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital 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 Digital, 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.