Job Description

Our Digital & Technology team wakes up every day with one goal in mind – to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month.
We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved communities from coast-to-coast-to-coast; build and enhance our fixed broadband network to provide high-speed Internet, TV and Smart Home Monitoring; and support our world class wireless network, offering our customers Canada’s largest and most reliable 5G network. As the Digital & Technology team, we are building our tomorrow, today.
Come play a key role in building the future of innovation in Canada, Let’s make your possible.
Do you enjoy working on high-scale, complex, and high visibility projects and programs? If yes, consider the following opportunity:
The network operation center is the customer advocacy headquarters that ensures all Rogers’s services are delivered effectively and efficiently while maintaining the highest Quality of Service for our customers. The NOC specialists are technological talented leaders that will be directly involved with proactively minimizing customer service impact. To accomplish this goal, they will utilize automation tools and applications to reduce operational iterations. In turn, the efficiencies gained will allow the specialist to be engaged in more cutting edge and innovative initiatives such as AI, ML, Cloud, 5G, Edge computing and others. Please note that background checks are required as a condition of employment.
What you will be doing:

• Drive and manage service-related incidents to Resolution reducing incident MTTR and improving customers’ experience
• Troubleshoot and restore Rogers Access Network incidents, Wireless and Wireline including HFC, 2G, 3G, LTE, 5G and IP Network technologies
• Effective ticket Management related to Access Network incidents and Change activities
• Monitor Incident TTR and escalate if exceedingly SLA as defined in IM Policy
• Liaise with engineering and Ops to optimize existing automation, correlation, and processing of network element alarms
• Identify new automation opportunities based on data-driven analysis
• Liaise with other Engineering teams for ongoing projects and roadmap planning of cutting-edge technology
• Identify continuous process improvement initiatives that will reduce manual intervention and handoffs between departments
• Consistently review service tools and performance reports to identify areas of service performance opportunities
• Create and maintain documentation relevant to FTR initiatives such as Method of Diagnostics and Resolution, collaborate with TAC and Engineering teams for knowledge sharing opportunities

What you will bring:

• Degree in Electronics/Telecommunications or equivalent
• At least 5 years of experience in the telecommunications industry
• Excellent understanding and knowledge of Wireless network: 2G/3G & 4G-LTE TDD/FDD and 5G
• Excellent understanding of the current HFC and Transport systems: HFC Access Nodes, GPON, OTN, OTDR
• Understanding and experience in a break/fix environment with MPLS, BGP, OSPF
• Knowledge of Virtualisation and Virtual Machines (VM), Cloud Computing, Automation, Robotics, and AI, Network Function Virtualization (NFV), IoT and OTT
• In-depth understanding of Wireless and Wireline Core and Access Networks including end to end call flows and network components
• Experience with programming languages including Java, Python, C, Bash, SQL, and Shell to create scripts required for the automation of operational tasks
• Ability to understand Machine Learning technologies to aid with the reduction of system alarms requiring manual intervention
• Ability to understand and adhere to the processes and procedures defined by Rogers (Incident, Change, Problem)
• Understanding of Agile and DevOps practices
• Ability to work in a fast-paced, dynamic environment with changing priorities
• Excellent communication and interpersonal skills
• Self-motivated with the ability to take initiative in identifying and resolving problems independently
• Ability to thrive in a dynamic 24/7 environment
• Exposure in Backhaul Transmission and RAN Network vendors such as ERICSSON, NOKIA and CISCO vendors
• Strong background in ITIL framework- Incident management & change management, Information Security Management System- ISMS, Capability Maturity Model Integration- CMMI, Project Management, Scrum framework (Scrum Master), Six Sigma and SLA/KPI reporting
• Core Competencies: Customer Service Orientation, Teamwork, and Collaboration, Adaptability, Initiative.
• Role-Specific Competencies: Innovation/Creative Thinking, Problem Solving/Judgment, Achievement Orientation, Listening Understanding & Responding.
• Demonstrated ability to work effectively in a team environment, in an organized, methodical and pleasant manner

Great-to-haves

• ITIL, Kaizen, or Six Sigma Certification
• CCNA/CCNP or similar networking certification would be an asset

Schedule: Full time
Shift: Rotating
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Rd (341), Brampton, ON
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Engineering
Requisition ID: 267454

At Rogers Digital, our team doesn’t shy away from big ideas – we bring them to life. We work tirelessly to deliver the best user experiences (period) and build amazing self-serve experiences that our customers want to use. We are customer-obsessed agents of change and are committed to innovation and creating effortless experiences for customers and frontline employees. We use cutting-edge tools and technologies to solve critical and complex problems with award-winning solutions. Our work impacts millions of customers everyday. At Rogers Digital, we’re looking for people who embrace change, take risks, and push boundaries. Learn more about our team and our work @ https://digital.rogers.com/

Together, we'll make more possible, and these six shared values guide and define our work:

• Our people are at the heart of our success
• Our customers come first. They inspire everything we do
• We do what’s right, each and every day
• We believe in the power of new ideas
• We work as one team, with one vision
• We give back to our communities and protect our environment

Posting Notes: Digital & Technology