Media Technology Support Manager

Date: Jul 13, 2021

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 celebrate 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 temporarily working from home.

Rogers is seeking a Media Technology Support Manager to manage a team that supports Rogers Media and Corporate applications and production environments.  This position reports to the Senior Manager, Media Technology Delivery.


Are you driven to lead a high-performing technical support team? Are you an innovative thinker? Do you have experience on working and delivering multiple projects that requires new / enhanced functionality? If yes, then this position is for you. Success in this role requires strong technical, relationship and communication skills, high degree of business acumen, including the ability to understand the challenges of our dynamic business environment and translate them into effective systems.


What you will do….

  • Manage a team that provides application technical support to internal customers, system administration responsibilities, system reliability and maintenance during working hours and on-call rotation basis
  • Review existing and new systems to find optimization opportunities to lower total cost of ownership (TCO) and improve operations
  • Measure and track operational metrics and strategic approval of all decisions in your area, including monitoring performance and meeting Service Level Agreements
  • Ensure team and vendors undertake incident root cause analysis to completion to prevent recurrence
  • Maintain or improve best in class customer support practices and defuse situations as needed
  • Synthesize information into succinct, concise and logical summaries and reports.
  • Oversee implementation of software and system upgrades into the non-prod and production environments.
  • Manage application software problem reports to provide explanations to vendors for changes as required
  • Review, input and store testing guidelines and system documentation including Requirements Matrix or Jira User Stories, and Design Specification documents
  • Close collaboration with developers, as required, to meet deadlines, quality, security and reliability standards
  • Assist with acceptance testing and the planning, execution and coordination of system deliverables.
  • Manage post implementation support and review
  • Provide single point of escalation for all incidents against application portfolio 24x7.
  • Provide high quality internal, external, technology and business unit stakeholder communications.
  • Provide support and mentoring to others in the team in a management capacity
  • Hire and train technical support employees

What you will bring….

  • Demonstrated leadership, coaching and mentoring skills
  • University degree in Business, Computer Science or equivalent
  • Prior experience working as an application specialist and with customer support
  • Excellent knowledge of Sales and Marketing applications and data integration middleware such as Informatica-IICS
  • Windows and Linux (Red Hat) Administration and batch jobs
  • Experience with the following databases including query authoring: SQL and Oracle
  • Experience in working with external software vendors
  • Working experience with Business Process Management and Software Development Lifecycle methodologies (Waterfall and Agile)
  • Understanding of Database cluster, and High availability configurations
  • Managing an application portfolio in a multi-tiered environment
  • ITIL processes certificate nice to have


Here’s what you can expect in return

  • A competitive salary and benefits that include access to our Employee Share Accumulation Program, Retirement Benefits and a variety of other perks including 50% off Rogers services and Blue Jays tickets
  • A manager who deeply cares about your development and long-term career at Rogers
  • A team that trusts and wants to win together
  • Smart and accomplished colleagues who are focused on both the “what” and the “how”
  • Flexibility to work both remote and onsite after the pandemic ends
  • Your choice of hardware and software (iPhone or Android)
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON 
Travel Requirements: None
Posting Category/Function: Digital & Program Management
Requisition ID: 240079
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 matter to us! For any questions, please visit the Rogers FAQ.

Posting Notes:  Digital Media 

Job Segment: Media, Technical Support, Information Technology, IT Manager, Program Manager, Marketing, Technology, Management

Location: Toronto, ON, CA

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