Incident Coordinator Iii

2 weeks ago

Calgary, 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
- Proven experience to inspire change and performance through others.
- Experience in dealing effectively and quickly with change and with supporting team members in adapting to a fast-paced, rapidly changing environment.
- Successful, proven experience showing superior communication skills (both written and oral).
- Ability to multi-task, exercise good judgment and time management, prioritize work, keep organized and make quality decisions.
- Team player, highly motivated, energetic, reliable and goal oriented.
- Ability to work flexible shifts 365 days of the year, including days, evenings & weekends, and stat holidays.
- Knowledge of internal systems is an asset

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

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