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Description and Requirements
Senior Lead Application Support
As a senior member of the Global Operations team, this role will be responsible for providing technical leadership to the team. This includes technical mentoring of staff helping the team grow and improve their capabilities. Leading triage for our most complex technical issues, and quickly driving issues to resolution.
Technical – 8+ Years of experience:
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Description and Requirements
Senior Lead Application Support
As a senior member of the Global Operations team, this role will be responsible for providing technical leadership to the team. This includes technical mentoring of staff helping the team grow and improve their capabilities. Leading triage for our most complex technical issues, and quickly driving issues to resolution.
Technical – 8+ Years of experience:
- AWS application support – Troubleshooting experience supporting applications hosted in AWS on EKS and EC2.
- Java Application Support – Advanced Java application troubleshooting including thread and heap analysis.
- Splunk or other log analytics tool – Splunk log analysis for application troubleshooting. Must be able to develop ad hoc queries on the fly to pinpoint application issues. Needs to be able to articulate search parameters and commands. Please note: simple usage of prewritten queries and dashboards is not sufficient. This is not Splunk administration like rolling out agents or administering Splunk.
- Datadog, AppDynamics, or other APM tool – Usage of Datadog or AppDynamics (or equivalent application performance monitoring (APM) tool, such as DynaTrace or New Relic) to troubleshoot and monitor application health and performance. This would include an investigation of business transactions, information points, and health rules to pinpoint application problems.
- Java Application / Database interaction and troubleshooting – Comprehensive understanding of Application to Database interaction and troubleshooting. This would include Oracle and Mongo databases. Areas of understanding like JDBC connection utilization and troubleshooting, connection pool/query/cache optimization, and ability to analyze DB reports like AWR and make recommendations. Automation – Experience creating and maintaining automated pipelines with tools like GitLab and Jenkins.
- Linux knowledge – Supporting applications running in a Linux environment. Shell scripting for automation of administration tasks. Understanding of OS settings for app performance optimization, administration of Microservices, and troubleshooting logging/forwarding issues.
- Communication skills (written & verbal) – Excellent communication skills. Loud, clear, and easily understood by a diverse audience. Able to convey information to leadership and technical audiences.
- Technical Mentoring – Providing technical mentoring and day-to-day direction of technical staff responding to alarms, triaging issues, and escalating appropriately. Constantly striving to improve team response.
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Requirements
Description and Requirements
Senior Lead Application Support
As a senior member of the Global Operations team, this role will be responsible for providing technical leadership to the team. This includes technical mentoring of staff helping the team grow and improve their capabilities. Leading triage for our most complex technical issues, and quickly driving issues to resolution.
Technical – 8+ Years of experience:
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Description and Requirements
Senior Lead Application Support
As a senior member of the Global Operations team, this role will be responsible for providing technical leadership to the team. This includes technical mentoring of staff helping the team grow and improve their capabilities. Leading triage for our most complex technical issues, and quickly driving issues to resolution.
Technical – 8+ Years of experience:
- AWS application support – Troubleshooting experience supporting applications hosted in AWS on EKS and EC2.
- Java Application Support – Advanced Java application troubleshooting including thread and heap analysis.
- Splunk or other log analytics tool – Splunk log analysis for application troubleshooting. Must be able to develop ad hoc queries on the fly to pinpoint application issues. Needs to be able to articulate search parameters and commands. Please note: simple usage of prewritten queries and dashboards is not sufficient. This is not Splunk administration like rolling out agents or administering Splunk.
- Datadog, AppDynamics, or other APM tool – Usage of Datadog or AppDynamics (or equivalent application performance monitoring (APM) tool, such as DynaTrace or New Relic) to troubleshoot and monitor application health and performance. This would include an investigation of business transactions, information points, and health rules to pinpoint application problems.
- Java Application / Database interaction and troubleshooting – Comprehensive understanding of Application to Database interaction and troubleshooting. This would include Oracle and Mongo databases. Areas of understanding like JDBC connection utilization and troubleshooting, connection pool/query/cache optimization, and ability to analyze DB reports like AWR and make recommendations. Automation – Experience creating and maintaining automated pipelines with tools like GitLab and Jenkins.
- Linux knowledge – Supporting applications running in a Linux environment. Shell scripting for automation of administration tasks. Understanding of OS settings for app performance optimization, administration of Microservices, and troubleshooting logging/forwarding issues.
- Communication skills (written & verbal) – Excellent communication skills. Loud, clear, and easily understood by a diverse audience. Able to convey information to leadership and technical audiences.
- Technical Mentoring – Providing technical mentoring and day-to-day direction of technical staff responding to alarms, triaging issues, and escalating appropriately. Constantly striving to improve team response.
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.