Data Centre Incident Management Administrator

About the role

The TELUS Command Centre is looking for a dedicated Data Centre Incident Management Administrator to join its 24x7 support team. You will be responsible for detecting, triaging, and resolving incidents in a large, complex data‑centre environment while ensuring service recovery and customer satisfaction.

Key responsibilities

• Monitor systems with various tools, detect incidents, and initiate triage.
• Lead collaboration between internal and external IT teams to restore services.
• Provide status updates and written reports to stakeholders.
• Determine escalation paths and manage major incidents.
• Create and maintain playbooks, test incident‑management tools, and develop training material.
• Own outages until full recovery and review emergency changes for compliance.
• Perform daily operational tasks, follow‑up actions, and participate in post‑incident reviews.

Required profile

• 3‑5+ years supporting technologies in large data‑centre environments.
• 5‑7+ years in IT infrastructure/services within a complex environment.
• Strong understanding of ITIL v3 or v4 frameworks.
• Excellent decision‑making, customer focus, and ability to lead conference calls.
• Willingness to work rotating 12‑hour shifts supporting 24x7 operations.
• Proficiency with Microsoft Office suite (Excel, Access).

Required skills

• ITIL framework knowledge.
• Incident management tools and monitoring systems.
• Microsoft Excel.
• Microsoft Access.

What we offer

• Opportunity to work with a passionate, fast‑paced team.
• Continuous learning and professional growth in a leading telecom environment.