At Rogers, we are committed to helping Canadians bridge the digital divide and ensure that no one is left behind in accessing reliable connectivity. Through our Service Expansion projects, we are proud to bring our wireless and internet service to homes and businesses across the country to connect them to the people and things that matter most.

Our rapidly growing team is looking for new team members who are committed to making connectivity possible for our neighbours, communities, and local businesses. This team works cross-functionally, collaborating with our Network, Rogers for Business, and Consumer teams to make a lasting impact in underserved or unserved communities for generations to come.

Come play a key role in building the future of innovation in Canada.

Are you up for the challenge and the fun? If so, 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: None
Posting Category/Function: Technology & Engineering
Requisition ID: 286933

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. 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. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.

Posting Notes: Digital & Technology