Applications Support Analyst

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:

 

Rogers is seeking for a Technical Support Lead with extensive production support experience to join the R4B Commercial and Products Support team. Reporting to the Sr. IT Manager Development & Operations at the Rogers’ Brampton Campus, this individual will be responsible for the maintenance, overall stability, and day to day operations of the WinOnline set of applications and other R4B IT systems and applications, including applications support, deployment/implementation, monitoring, troubleshooting, and bugs fixing.

 

What you will be doing:

  • Troubleshoot and resolve all incidents/service requests with defined SLA’s. Ensure timely actions and/or engage responsible team for any issues.
  • Promptly join the technical bridges to help troubleshoot high priority incidents
  • Lead the Root cause analysis investigation for all high priority incidents and ensure permanent remediation is implemented.
  • Initiate and implement timely changes to address operational gaps and root cause fixes.
  • Provide 24x7 application monitoring & support based on best practices and industry standards.
  • Perform Change Management and Release Management tasks to deploy patches and new versions to production
  • Perform pre and post validation for any production changes initiated/owned by other ITS teams, Network, Infrastructure, and any other technology groups.
  • Keep the applications documentation (OSI, Architecture, Data Flow, Integration diagrams, etc.) up to date in response to changes and additions
  • Maintain currency on the technical platform and cybersecurity as per Rogers’ standards by presenting proposals to upgrade and replace outdated required components.
  • Keep inventory records and knowledge of all hardware and systems’ technical components, network, and security.
  • Coordinate system/network infrastructure teams, application architects and developers, and others to create and maintain high performance end-to-end production solutions.
  • Work with other ITS teams, vendors, and business partners to identify opportunities to improve operations service continuously.
  • Keep excellent communication with vendors and business partners and be the liaison with other ITS teams.
  • Assist and support the development team when required and applicable.


Experience, Education and Qualifications

  • Degree in Computer Science, Information Systems, Telecommunications Technology, or related field preferred.
  • 3+ years experience in a lead position for Development, IT production support/IT systems administrator role.
  • Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in-group problem solving situations; uses reason even when dealing with emotional topics.
  • Interpersonal Skills – Focuses on solving issues, not blaming; maintains confidentiality; listens to others; keeps emotions under control; remains open to others’ ideas and tries new things
  • Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs and inquiries; responds to requests for service and assistance; meets commitments.
  • Strong oral and written communication, including being clear, informative, and responsive.
  • Strong in written and spoken English
  • Intermediate Microsoft O365 suite skills required.
  • Excellent organizational and analytical skills.


Technical Skills

  • Strong knowledge of Oracle Database, preferable 19C, J2EE, Web Services, WebLogic products and Angular would be an asset
  • Strong knowledge of Apache and Tomcat for both development and support.
  • Strong knowledge of Unix, Linux, and Windows platforms.
  • Deep knowledge and experience in Unix shell scripting required
  • Knowledge and understanding of Networking, load balancing and SSL certification management
  • Familiarity with applications monitoring tools like HP diagnostic, Dynatrace and SiteScope.
  • Working knowledge and understanding of Cybersecurity
  • Knowledge of ticketing systems like ServiceNow, Jira, Remedy
  • Telecom knowledge is a great asset.

 

 

#LI-AD2

 

Schedule: Full time

Shift: Day
Length of Contract: No Selection
Work Location: 8200 Dixie Road (101), Brampton, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Information Technology
Requisition ID: 280335
 
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:
 
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
 
Posting Notes:  Digital & Technology 

 

 

 

Location: 

Brampton, ON, CA

Being a Rogers team member comes with some great perks & benefits including:

· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs

*available for full-time and part-time permanent employees, some restrictions apply

Looking for career guidance and inspiration?

Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.


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