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Shaw Communications
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Senior Incident Coordinator

Department name: Incident Management
Business unit: TOPS
Position ID: J1119-1112

A little about us

At Shaw, we’re proud to be leaders in a movement that brings Canadians the connectivity they need to fuel their lives. We’re making bold moves to connect Canadians and we’re always on the lookout for go-getters that are committed to disrupting the status quo. Does that sound like you? We’d love to meet you.

The role

As a Senior Incident Coordinator, you will be a people motivator, you will have exceptional technical skills in both Service Provider and Enterprise Provider, including Freedom. You will have a minimum 5 years of leadership experience and be able to handle high stress situations with a positive attitude. The senior must be available 24/7 in the event an outage occurs and must be exceptional with written communication and verbal communication. The Senior of the team will perform ALL performance Coaching and Performance reviews and must be experienced in providing constructive feedback in an appropriate manner. This leader must be a strong leader able to inspire a team and handle multiple conflicts all well remaining positive. Must have experience on hiring and terminations and feel comfortable with little to no direction in a face passed ever changing environment.

**Must be** efficient in putting together PowerPoint slides, presentations, and executive data, as well as executive reports last minute, must be willing to be open to new ideas and make them work in the environment a fair amount of manual responsibilities. Charts/Graphics, project work expected in a short amount of turnaround time.

The Incident Coordinator is responsible for driving high priority incident resolution efforts, root cause analysis, ensuring the implementation of permanent fix in production environment with the purpose of improving the availability of critical systems. The individual will provide leadership to various technical teams to guide them in their efforts during high priority ongoing incidents.

This position requires open availability as this is a 24/7 365 days a year

A typical day

We Need:

• A strategic, efficient, big picture thinker with a keen attention towards detail, innovative, curious, creative, data oriented and collaborative individual to join our team.

You Have:

• A thirst to explore future focused trends, market movement and ability to anticipate probable scenarios
• Known for your ability take complexity and leverage problem solving, communication, and project management skills to present sound and solid recommendations
• You know your audience and communicate in ways that resonate with them
• A love for change and the ability to pivot with the quick pace of evolving organizational needs
• Strong contract management experience and expert knowledge in its best practices
• An ability of identifying and connecting the right people in order to achieve results

Your skills/experience

Accountabilities / Responsibilities:
• Managing all impacting incidents company-wide, communicating and resolution and some problem management
• Knowledge of CBS, Start, NetDoc, Excel, Comx (an asset)
• Handling all emergency 911 calls and IP look ups for any life/death situations
• Responsible for critical telephone switch configurations for hostage negotiations and provides call trace information for missing persons working alongside law enforcement
• Provides after-hours support for the Change Control team to ensure emergency changes are implemented without issues and reduce Mean Time To Restore.
• Operational Readiness of any new product/service deployed into production
• Participate in Risk management, Security & Operational compliance activities
• Responsible for decisions related to prioritization and escalation of major production incidents, technical and business communication on outages and continuous improvement scoping and prioritization.
• Hosts Major Incident calls towards driving fast incident resolution.
• May Major Problem Review calls to determine root cause and action plan towards preventing problem recurrence.
• Manages the life cycle of all Major Incidents records from escalation to resolution and Major Problems records from root cause investigation to permanent problem resolution and closure.
• Owns the Major Incident process, prioritizing with business stakeholders and ensuring the most critical incidents are addressed timely and successfully restored.
• Drives complex technical problems where analysis of situation requires in-depth evaluation and technical knowledge of all areas driving restoration of service with support teams.
• Serves as a consultant and mediator for technical challenges.
• Effectively communicates issues to engineers and leadership within support teams, and resolutions or work-around to the customer as appropriate.
• Partners with Service Delivery and Application Support teams to collaborate on Continuous Improvement efforts and drive stability on Production environment.
• Possess project delivery skills and experience working directly with stakeholders, customers, and clients.

Required Skills and Qualifications:
• Sense of urgency and be able to handle highly stressful incidents
• Exceptional communication skills, verbal and written
• Professional business manner.
• Ability to work independently and the desire to go beyond while contributing to team’s overall success.
• Excellent organizational & multi-tasking skills while being adaptable to changing priorities and challenging situations.
• A positive “can do” attitude and customer focused approach that will enable you to deal with challenging situations with integrity, empathy and sincerity.
• Excellent attention to detail Skills.

• This position requires the successful completion of a criminal and credit background check.
• This posting closes on February 15, 2020

Shaw Communications, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

We thank all applicants for their interest; however, only selected candidates will be contacted. No telephone calls or agencies, please.