Richard Trusty

Technology Specialist @TELUS

Toronto, ON, CA

Manage the recovery of high-severity incidents, aiming to restore services promptly without impacting SLAs.• Drive service and functionality restoration by engaging necessary teams and staff to achieve mean time to repair (MTTR)• Handle and oversee all levels of communications and notifications• Facilitate the triage of incoming major incidents by coordinating technical and management bridges for effective collaboration.• Provide input for post-incident reviews (PIR) and recommend improvements through engagement with problem management.• Escalate and deliver clear communications to both internal and external stakeholders during and after incident resolution.• Serve as a change coordinator, reviewing and approving emergency change requests (ITSM) for production fixes and incident solutions.• Participate in root cause analysis (RCA) with the Problem Management team to aid in incident resolution and contribute to PIR inputs.

BrainStation

Professional Diploma, Software Engineering

Carleton University

Bachelor's degree