Description
Job Responsibilities:
- Support IEM-related documentation updates.
- Performs accurate Jira audits, incident documentation, and quality checks to ensure data integrity and process compliance.
- Support incident coordination tasks on Jira, Slack, and other platforms as required by the client and manager
- Assist with operational tasks assigned by IEM partner leads and ops manager
- Manage day-to-day incident escalations and investigations.
- Validate severity, impact, routing, and workaround status on incident reports
- Monitor SLA risk and aging tickets, taking end-to-end ownership of assigned incidents and projects, proactively following through until completion.
- Coordinate directly with cross-functional teams (engineering teams, clients, vendors, CSAs)
- Identify operational gaps and improvement areas
- Sprint planning
Experience:
Job Requirements:
- 2+ years of experience in customer support or a related service role in a tech or SaaS environment; senior agents or SMEs are preferred.
- Proven track record of working closely with engineering teams and internal/external stakeholders in incident management.
Skills:
- Ability to express ideas clearly and concisely, especially in translating complex engineering issues into clear operational updates and documentation.
- Effectively triages, prioritizes, and manages incidents, ensuring timely updates and resolution while minimizing customer impact.
- Ability to identify trends, troubleshoot issues, and use data to recommend effective workarounds and solutions.
- Demonstrates strong understanding of support tools, including Jira (ticket routing, workflows) and Slack (real-time incident coordination); ticketing systems, engineering workflows, and troubleshooting methodologies.
- Hands-on experience with triage, severity/impact validation, workaround status, and SLA risk monitoring.
Language Requirement:
- English: Fluent or Business Proficient (C1 and up).
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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