Service Specialist

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:

 

The Operations Video organization is responsible for operation and administration of Advanced Ignite Video services over the distribution network. We interact with various groups internally and externally to sustain optimal services of ignite. This forces us to pro-actively interact with a variety of platforms for the purpose of Fault, Configuration, Accounting and Performance Management. The candidate will proactively monitor the end-to-end performance and will provide case studies and recommendations based on findings.
 
The Service Specialist will be responsible for automation, analysis of characterized trends for building of alerting mechanisms in Netcool (with NOC) and point of contact on incidents to assist in triage with internal and external teams as it relates to ignite.

Responsibilities:
Candidate will be required to support the following:

  • Ignite services as it related to all video services (linear, iVoD, CDVR)
  • Support and triaging of incident and degradation of services as it relates to ignite.
  • Lead initiatives and projects as they are introduced and develop services and diagrams
  • Subscriber Profile Database Repository solution in relation to wireless service and data flow
  • Plus, other service and platforms solutions as they are added.

 
Point of Contact for Technical Escalations:

  • Act as Tier 4 technical escalation within Network Operations to address service impacting outages arising from technically challenging problems.
  • Senior technical resource within the team for service specialists to escalate and interact with for support.

 
Accountable for New Service / Technology introduction:

  • Detailed review of the engineering architecture and design to gain full understanding of the technology / product.
  • Research and recommend NSS/OSS tool requirements to support the new platforms.
  • Transform architectural concepts and engineering designs into practical and tangible day-to-day operational guidelines, procedures and practices, and conduct orientation and training sessions to operations personnel to allow them to maximize their understanding and enhance their ability to absorb knowledge during training programs.

 

 Work within the existing processes outlined:

  • Problem Management: Identify research and implement fixes for chronic failure mechanisms affecting the Rogers Video services.
  • Change Management Procedure Development:Collaborate with other specialists in the development of the technical steps in the MOP required to effectively implement complicated high-risk changes to production platforms.
  • Vendor Relationship on Technical Issues: Interact with the vendors on chronic failure mechanisms with an aim to derive underlying root causes. Manage implementation of fixes and recommendations.

 

Liaise with Engineering on future technology roadmaps and evolution, and on retirement tactics for end of life platforms

 
Qualifications:

  • Experience and advanced knowledge in Splunk scripting and Power Bi.
  • Experience in Scripting and Programming Languages: i.e. Java, Python, PHP, vbscript, Perl, bash
  • Experience within video services environment is preferred, but not necessary
  • Experience with automation mythologies is strongly preferred to deliver innovative ideas to increase efficiency
  • Knowledge of Data analytics and Log parsing into tools: I.e. Splunk, Graphana and others is an asset
  • Ability to take intelligent risk and encourage risk-taking in others.
  • Strong ability to manage conflicting priorities.
  • Demonstrated ability to work effectively in a team environment, in an organized, methodical and pleasant manner.
  • Ability to express a passion for the organization’s customers, stakeholders and peers.
  • Well-versed in the latest technology offering, capabilities and trends.
  • Effective oral and written communication skills. #LI-NK1

 

Schedule: Full time

Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Rd (341), Brampton, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Systems Administration
Requisition ID: 280788
 
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/
 
 
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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