Job Summary

  • Company
    TELUS International Philippines Inc
  • Location
    Metro Manila / NCR
  • Salary

  • Job Type
    Full Time
    Full Time, Employee
  • Job Category:
    IT
  • Occupations:
    Other Information Technology
  • Industries
    IT/Computers - Software
Application Support Analyst
Work location: Ortigas
Work schedule: Shifting/Rotating, 24/7 on-call support

Responsibilities:

-Provide Tier2 operational support for a range of critical applications
-Perform problem identification and analysis to resolve incidents quickly and effectively. Investigates and coordinates successful resolution and closure of incidents.
-Assists with root cause analysis of major incidents
-Respond to escalations received from any team on application issues and problems. Resolution expected within the contracted Service Levels for all client supported apps.
-Liaise with other support groups to ensure problems are resolved within SLA
-Interact with various internal/external IT support groups under Development and Operations to troubleshoot complex problems
-Identifies recurring technical issues and provides feedback to come up with a permanent fix
-Participates in various Team and Project meetings. Expected to receive, understand and execute on assigned tasks.
-Required to readily learn new skills and consider new ways to address and resolve problems.
-Required to plan appropriate execution of own tasks so that time is effectively used and progress can be monitored.
-Assist with the creation and maintenance of client specific documentation in support of a standard operating environment. ----Contribute to the ongoing improvement of Application Support initiatives.

Qualifications:
-Excellent English communication skills
-Has good analytical and decision making skills
-Ability to multi-task and can handle stress well
-Experience in third-party/client communication is an advantage
-Must be amenable to work in a shifting schedules and 24/7 on-call support
-Must be amenable to work in Discovery Centre, Ortigas, Pasig City
-SQL - preferably Oracle, Unix platforms, Microsoft Office
-Familiarity with Incident, Problem, and Change Management (ITIL) concepts is also a plus



Apply today – all you’ll need is a smart phone, we’ll provide the rest!

 
About Company

TELUS International Philippines, Inc. is a leading Philippines-based provider of digitally-enabled customer experience and business process solutions and a proud member of the TELUS International family. As a pioneer in the global BPO industry, we are proud of our success over the years. We started as a small local company known as Ambergris Solutions in 2001, with only 50 seats. Ambergris was re-branded to TELUS International Philippines in 2007.

Today, TELUS International Philippines has five sites and over 14,000 proud team members delivering exceptional customer service to our clients around the world. We have grown tremendously over the years and now, we are an important part of TELUS International, a global company that enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. Our parent, TELUS, is Canada’s fastest-growing national telecommunications company with millions of its own customer connections.