Major Incident Manager

Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast. If you are interested in being a part of this, consider applying for the following opportunity:

The Major Incident Management team is the central team to provide support, guidance, and leadership during Major Incidents across Network or IT. This role is critical to ensure positive outcomes including timely engagement of resources needed to resolve issues, prompt and accurate communications to stakeholders who need to be aware of Major Incidents. Control and guidance on Incident Bridges to ensure an orderly and methodical approach to issue investigation and resolution is taken. This role is critical to deliver on targets for Mean Time to Restore and ensure ongoing improvements in reduction to Customer Impact Hours. We are open to hire for our Calgary or Greater Toronto Area Location.

What you will be doing:

• Drive and manage major incidents to resolution reducing incident MTTR and improving customers’ experience.
• Engagement and liaising of the appropriate technical stakeholders/leads ensuring the fastest possible resolution and lowest customer impact.
• Assessment of impacts to the organization and ultimate decision maker of priority as defined in the IM Policy.
• Communicates with all relevant stakeholders (including executives), to ensure the right level of information is known by the right people in the organization.
• Monitor Incident TTR and escalate if exceeding SLA as defined in IM Policy.
• Opening Incident bridges, guiding troubleshooting and resolution steps.
• Capturing required information, filling out notification templates, translating technical language to easy-to-understand terms, selecting appropriate audience.
• Capturing required information, completing post incident summaries, translating technical language to easy-to-understand terms.
• Capture required Incident details and resolution steps and documenting them into playbook format for future use.
• As the Rogers environment is large, multi-site, and highly complex, the role is based on a 24x7 shift work schedule, requiring coverage 365 days a year. Employees within the Greater Toronto Area/Calgary will be required to be onsite 3 days a week at the Brampton/Calgary Campus site respectively.

What you will bring:

• At least 2-5 years of experience in the telecommunications industry preferably in prior incident management, IT, NOC, SOC experience is an asset.
• Ability to understand and adhere to the processes and procedures defined by Rogers (Incident, Change, Problem).
• Highly proficient with ServiceNow, particularly incident management.
• 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 is mandatory.
• Excellent Understanding 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 is an asset.
• 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.
• Knowledge of Virtualization and Virtual Machines (VM), Cloud Computing, Automation, Robotics, and AI, Network Function Virtualization (NFV), IoT and OTT is an asset.
• Understanding and knowledge of Wireless network: 2G/3G & 4G-LTE TDD/FDD and 5G is an asset.
• Understanding of the current HFC and Transport systems: HFC Access Nodes, GPON, OTN, OTDR is an asset.
• Understanding in a break/fix environment with MPLS, BGP, OSPF is an asset.
• Understanding of Wireless and Wireline Core and Access Networks including end to end call flows and network components is an asset.
• ITIL, Kaizen, or Six Sigma Certification is an asset.

What’s in it for you? We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:

• Competitive salary & annual bonus
• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
• Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
• Paid time off for volunteering
• Company matching contributions to charities you support
• Growth & Development Opportunities:
• My Path: self-driven career development program
• Rogers First: priority in applying to internal roles of interest
• Wellness Programs:
• Homewood employee & family assistance program
• Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
• Low or no-cost fitness membership with access to virtual classes
• Our commitment to the environment and diversity:
• Work for an organization committed to environmental protection
• Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and driver's abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Information Technology
Requisition ID: 319340

At Rogers, we believe the key to a strong business is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. You matter to us!

Posting Notes: Technology