ebNOC Specialist

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Date: Feb 3, 2019

Location: Brampton, ON, CA, L6T 0C1

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 her dream. A sports fan celebrate a special moment.

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

 

Reporting to the Enterprise Business NOC (ebNOC) Manager, ebNOC Specialist is responsible for the  Operations and Maintenance of Rogers networks and services supporting enterprise business customer base.  Main job function includes incident management of network events affecting services to our enterprise business customers.  This position requires to work in a 7x24x365 shift rotation environment.

 

The ebNOC Specialist functions include the following:

  •  Take ownership as single point of contact for proactive and escalated service/network impacts and resolve them as per guidelines set by departmental and established corporate objectives
  •  Work closely with internal support teams to restore or resolve service/network impacts within defined MTTR's and SLA's
  • Provide ongoing communication and notification with internal stakeholders during time of outage or service impact
  • Pro-actively act on events reported by various network monitoring tools
  • Document all interactions and troubleshooting steps taken to resolve issue in ticketing system
  • Perform initial troubleshooting, corrective action and escalate internally to platform support, if necessary to ensure MTTR's and SLA's are met
  • Follow standard and defined internal processes for incident/change/problem management
  • Know and execute disaster recovery/pre-plan implementation as necessary
  • Write incident reports as required
  • Document and update where necessary and assigned; processes, known issues, support papers, wiki, etc.
  • Contribute to continuous improvement initiatives stemming from root cause analysis, incident reviews, forums, etc.
  • Ensure successful completion of assigned projects

 

Qualifications

  • Degree/diploma in electronics/telecommunications or equivalent work experience
  • 4-5 years experience in a primary incident management role or break/fix environment
  • Practical troubleshooting and break-fix experience in the following technologies
  • IPv4/6, Vlan tagging, OSPF/BGP/ISIS, T1/DS1/DS3/OC3, Ethernet, Sonet, DWDM, Cable access (CMTS), fibre (single mode, media converters), mux/demux, QoS, MPLS L2/L3 VPN
  • General knowledge and understanding of
  •  Analog/digital voice, video, unix/linux, firewalls, DOCSIS
  • Experience in a mix vendor carrier class environments including
  • Cisco (IOS, IOS-XR), Alcatel, Fujitsu, Nortel, Juniper
  • Experience with network management technologies/tools
  • Remedy, Openview, Netcool, SNMPv2/3, MRTG, 
  • Industry certifications or equivalent/demonstrated experience such as
  • CCNA, CCNP, CCIE, JNCIA, JNCIP, ITIL

 
Additional competencies and skills

  • Excellent communication, multitasking, documentation and organizational skills
  • Strong understanding of various high level processes
  • Incident management, change management, problem management, knowledge management, platform lifecycle maintenance
  • Available for shift work in a dynamic 24/7/365 environment
  • Ability to effectively work as an individual contributor in addition to working collaboratively in a team environment
  • Quickly shift priorities and adapt to changes to meet organizational and department requirements
  • Focus on providing excellent customer service by using processes and procedures that are customer oriented and seeking solutions to resolve service issues
  • Apply principles of logical or technical thinking to a wide range of intellectual and practical problems
  • Competency to read, analyse, and interpret detailed technical manuals, diagrams and engineering documents
  • Build positive internal and external relationships to advance business relationships, knowledge, innovation and meet stakeholder/customer needs
  • Performs work in accordance with the provisions of the Canada Labour Code and Regulations and all corporate/departmental policies and procedures related to Occupational Health and Safety
  • Bilingualism (English/French) is a strong asset
Schedule: Full time
Shift: Rotating
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Engineering
Requisition ID: 146632
 
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
 

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 can also reach out to our team at RogersRecruiting@rci.rogers.com to begin a conversation about your individual accessibility needs throughout the hiring process.

 
Posting Notes:  [[req_strategyPage]] 

 

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