Digital Support 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:

Who we're looking for:
The Digital Support Manager is a critical leadership role responsible for ensuring the stability, performance, and continuous improvement of digital platforms and services. This role provides 24/7 operational oversight, manages incident response, and coordinates change activities across a complex digital ecosystem. The manager leads a team of vendor resources to deliver high-availability support for business-critical applications and infrastructure.

What you'll do:

• Oversee daily operations of digital platforms, ensuring 24/7 support coverage including after-hours incident response, on-call rotations, and weekend validations.
• Lead the coordination and resolution of high-priority incidents (P1–P4), and manage the execution of scheduled changes, deployments, and validations across environments.
• Supervise and mentor a team of over 35 vendor resources, ensuring accountability, performance, and knowledge transfer.
• Own the support lifecycle for key digital applications such as Rogers.com, Fido.ca, and Mobile Apps ensuring compliance with SLAs and operational KPIs.
• Collaborate with cross-functional teams including Product, DevOps, Infrastructure, and Business stakeholders to align support strategies with business priorities.
• Drive continuous improvement initiatives in monitoring, automation, and incident prevention. Participate in CABs and provide approvals for ORDs and change requests.
• Maintain accurate support documentation, shift schedules, and incident logs. Provide regular updates to leadership on platform health and team performance.

What you bring:

• Bachelor’s degree in Computer Science, Engineering, or related field.
• 7+ years of experience in IT operations or digital platform support, with at least 3 years in a leadership role.
• Strong understanding of digital ecosystems including cloud (AKS), middleware, and web technologies.
• Proven experience managing vendor teams and coordinating across time zones.
• Excellent communication, problem-solving, and decision-making skills.
• ITIL certification or equivalent experience in service management frameworks is preferred.

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 drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Rotating
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON 
Travel Requirements: None
Background Check(s) Required: Criminal Record and Credit Check 
Posting Category/Function: Technology & Information Technology
Requisition ID: 327317

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. 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 Recruitment Process FAQ.

Posting Notes:  Technology