Incident Coordinator

1 week ago

Vancouver, Canada Shaw Communications Full time

A little about us
What we do at Shaw matters - in a world where being connected has never been more critical, we bring the best wireline and wireless technology and solutions together to create exceptional customer experiences. Every day we help millions of Canadians live their best-connected lives through the strength, capacity and combined power of our Fast LTE and Fibre+ networks.

At Shaw we say we’re brighter together, and we believe it’s the diverse mix of brilliant people here that really makes us shine. When you join our team, you’ll see we are so much more than just a company. Shaw connects you with limitless opportunity, an incredible culture, career development and a great benefits package. We are a friendly, collaborative group, and we have a lot of fun finding new ways to delight our customers.

Come dream bigger and brighter with Shaw.
The role
Incident Management, is currently seeking an Incident coordinator III to join their team.

A typical day
- This position is responsible for monitoring the progress of support issues and escalation of incidents to the appropriate internal teams, coordinating the rapid recovery of incidents in a 24/7 environment.
- Coordinate the communication of unplanned outages, ensuring affected users and management stakeholders receive updates and resolution notifications.
- Demonstrate a clear understanding of key business initiatives and a solid knowledge of systems and their interactions.
- Drive internal change for the benefit of the company, as well as identify and develop more efficient and effective processes, always with the end customer in mind.
- Lead service excellence in customer experience and technical resolution, through supporting best practices/standards, to enforce consistency and quality.
- Identify customer trends proactively and support improvements to enhance the overall end-to-end experience.
- Own communication to direct reports, their teams and when pertinent, to other stakeholders impacted by your decisions while ensuring all activities are formally documented.
- Provide 24/7 support to Law Enforcement Agencies (LEA) and Public Safety Answer Points (PSAP) for life and death emergencies

Your skills/experience
- Must be able to work as a team and individually and have a positive attitude well adapting to an every changing environment
- Must be a quick learner, self-starter and able to work within extremely tight times lines to be successful in this role
- Must be experienced and proficient in constructing workflow charts and diagrams, process mapping, 30/60/90 plans, RACI’s and requirements gathering from beginning to end with little direction
- Project Management/Project Coordinator/BA experience is an asset
- Must be assertive and able to run bridges with multiple technical teams and the ability to communicate technical details in an easy to understand format for an executive audience quickly, efficiently with the upmost attention to details
- Must be an incredible multi tasker
- Must be a self-starter and able to proactively find solutions to any issues that arise
- Excellent written and oral communication skills to construct reports/notifications with the upmost attention to details in tight timeframes to an executive audience
- Ability to make decisive decisions based on logical solutions and be able to expedite technical teams to complete tasks in tight timeframes
- Ability to update documentation on the fly with any new changes that occur
- Help with analyses and post incident reviews for technical outages with action plans for take always with follow ups in a tight turnaround time
- Experience in dealing effectively in a fast-paced, rapidly changing environment, with new work requirements changing daily
- This position is responsible for monitoring the progress of support issues and escalation of incidents to the appropriate internal teams, coordinating the rapid recovery of incidents
- Assist in coordinating the communication of unplanned outages, ensuring affected users and management stakeholders receive updates and resolution notifications

Other details
- This position requires the successful completion of a criminal and credit background check

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