Network Incident Management Manager

About the role

The Network Incident Management Manager will lead the TELUS Command Centre‑Network team in handling major incidents across TELUS wireline and wireless networks. This role ensures swift restoration of services, clear communication with stakeholders, and continuous improvement of incident processes.

Key responsibilities

• Manage status and restoration of planned and unplanned equipment outages on the national TELUS network.
• Provide accurate, timely verbal and written updates to internal stakeholders during outages, degradations, and threats.
• Deliver executive‑level summary notifications for major or highly visible incidents.
• Facilitate technical and management bridges to reduce downtime.
• Serve as a 24‑hour single point of contact for core network support and escalations.
• Coordinate communication between customers, partners, and network teams.
• Collaborate with assurance, change management, NOC, and field teams to analyse root causes and prevent repeat failures.
• Identify process, system, and tool gaps; drive efficiencies and automation.
• Work with Problem Management to address post‑incident action items.

Required profile

• Strong knowledge of wireless (HSPA, LTE, 5GNR, IP) and wireline (GTD5, DMS, 5eSS, CS20, STP) telecommunications technologies.
• Experience in incident and change management within large network environments.
• Proficiency with collaboration and ticketing tools such as LYNX, NuRemedy, ServiceNow, and G Suite.
• Demonstrated ability to communicate effectively in English (French a plus) and present to senior leadership.
• Excellent analytical, troubleshooting, time‑management and prioritisation skills.
• Willingness to work a 12.5‑hour shift rotation in a 24 × 7 × 365 environment.

Required skills

• Wireless technologies: HSPA, LTE, 5GNR, IP
• Wireline technologies: GTD5, DMS, 5eSS, CS20, STP
• IP transport, backbone routers, core network technologies
• Incident Management
• Change Management
• Collaboration tools: LYNX, NuRemedy, ServiceNow, G Suite
• AI resources: FueliX, NotebookLM