Operations Manager - SGI/SS Ordering

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:

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrates a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently.

Who we are:

IT BSS Operations team in Rogers Technology Organization is looking for a manager to manage the operations of Wireline SGI/SS Ordering platform and its team supporting a diverse technology stack and operating environments. Reporting to the Director, IT BSS Operations, the ideal candidate will demonstrate a combination of proven technical, people, and business leadership in ensuring high system uptime, optimal resource utilization, support change & growth, collaborate with functional partners, empower people, and effect continuous improvement. Become part of our transformational journey in Technology organization with one belief, that there are only two jobs at Rogers One that serves our customers and one that supports who serve our customers.

Primary Responsibilities:

• Technical service owner of Wireline SGI/SS ordering platform and supported applications.
• Accountable for driving improvements to application stability by working closely with internal and 3rd party technology partners to trouble shoot and resolve complex technical issues, pro-actively monitor and address production issues in advance and build successful feedback of learnings into improvements.
• Deliver an incident management capability that always have service availability top of mind. Drives towards automation in delivering resilient and self-correcting systems.
• Determine staffing requirements / task allocations, selection of team members; direct, motivate and develop staff, encouraging individual contribution, improvement within Rogers values and teamwork.
• Maintain systems integrity, compliance, and security through controls on High Availability, Capacity, Patching, SOX/PCI adherence, and Vulnerability Management.
• Attain, improve, and report operational KPI’s and SLAs on system performance.
• Create and maintain strong operational acceptance discipline for new (SDM re-platform) and existing ordering and billing platform.
• Effective monitoring and alerting solutions that can be pre-emptive in detecting and resolving issues. Have a workforce that is always looking at automated parsing of logs to detect issues before they can result in an outage.
• Driving out appropriate level of reporting for customers on the services being provided and effective reporting at the leadership level providing a comprehensive dashboard on the services being provided and the status of these services.
• Ensure compliance that all process execution is in line with Rogers’s policies and procedures and there is no compromise to the security of the platform and customer data.
• Manage partnerships with external vendors and accountabilities from those vendors to Rogers.

Qualifications:

• Bachelor’s degree in computer science, Engineering or any combination of education and experience, which would provide an equivalent background.
• 5+ years of professional Operational Management experience managing medium to large scale environments and complexity.
• 3+ years of leadership experience in customer-centric organizations
• 3+ years’ experience in implementing projects using waterfall, agile, hybrid methodologies.
• Deep technical expertise and strong problem-solving and data analysis skills
• End-to-end management of an entire development cycle from concept to deployment and monitoring of applications, procurement engagement and vendor management
• The ability to handle multiple competing priorities in a fast-paced environment.
• Strong business acumen
• Experience working with outsourced and offshore teams.
• Telecom industry experience is preferred.
• Excellent verbal and written communication skills with the ability to present complex technical information clearly and concisely to a variety of audiences.
• Mainframe and .Net knowledge/experience will be nice to have.

 
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: 305038
 
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 the Recruitment Process FAQ.  

Successful candidates will be required to complete a background check as part of the hiring process. 
 
Posting Notes:  Technology 

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