Senior Ops Analyst

At Rogers, the entrepreneurial spirit is part of our DNA. Our Rogers Business teams help foster and grow the Canadian economy by supporting businesses of all sizes. From small to large-scale enterprises, our teams help deliver innovative technology, network services, and a suite of solutions to help them succeed. We offer Canada’s largest and most reliable 5G network for our customers and are proud leaders in wireless private networking and IoT! We continuously expand and evolve our networks, invest in new technology capabilities, and invest in our people to serve our business customers and their communities.

Come play a key role in driving the future of business innovation in Canada. We are looking for team members with a passion for delivering industry-leading value to customers and supporting businesses in the communities where we live and work.

Are you up for the challenge? If so, consider the following opportunity:


Senior Operations Analyst

As part of a critical team providing 24/7/365 support, the Senior Operations Analyst delivers the highest level of customer service by adhering to internal policies and procedures.  The Operations Centre is the primary point of contact for all Rogers Data Centre monitoring and alerting services for a wide range of industry standard tools.


The role requires a focus on triaging alerts from mechanical, network and internal IT infrastructure (non-customer), looking for trends as part of incident and problem management and working with internal teams to ensure all products and services are configured and reporting correctly.  The Senior Operations Analyst takes a lead role on all major event management incidents, responsible for coordination, escalation and communication during an event.  The Senior Operations Analyst is also expected to be highly proficient in Windows Server OS with a deep level of knowledge of all applications utilised by the team.  Monitoring the server, OS and application state, making approved changes to these systems when required and escalating to Tier III support are also critical elements of this role. This position reports to the Manager, Operations Centre.


What you'll be doing:
The position includes, but is not limited to, the following (other duties may be assigned):


  • Monitoring environmental conditions, devices and equipment at all DC’s
  • Responding to Network, Cloud and Managed Services and Backup Alerts
  • Acknowledge alerts/alarms, create work orders and escalate issues to necessary teams to remedy
  • Be aware of all alarms and down equipment at sites and the reason for their status
  • MACD on monitoring systems; i.e. Environet, PRTG and other/future platforms
  • Providing notifications to clients and the service teams (bulletins)
  • Responding to phone calls, email and tickets
  • Take ownership of incidents, opening communications bridge, creating master tickets, managing and documenting the entire life cycle of the incident to resolution
  • Following policies and procedures related to escalations, ticketing and change management
  • Participating in All DCIM projects and others as required
  • Ensure previous shifts have completed tasks and complete if necessary
  • Active Directory User Account Administration, including password changes, adding and removing users
  • Demonstrate a willingness to learn and show a high proficiency with all DCIM software
  • Demonstrate an above average attention to detail
  • Create suites from scratch in Environet. Including adding heat/humidity maps, racks, KPI’s, AlarmSum etc. Familiarity, of a graphics manipulation tool like GIMP is necessary
  • Demonstrate knowledge of DCIM tools back end, how it works etc. Set up/modify/move equipment etc.
  • Work with other teams to assist with alerting based issues and provide suggestions for improvements
  • Strong working knowledge of DC mechanical and network/IT infrastructure
  • Create, update and document system processes and tasks
  • Ability to design and implement custom summaries and monitoring/alarm points for equipment in Environet
  • Design and implement reports in Environet and Synapsense
  • Knowledge and ability in Admin3 suite configuration in collaboration with DC team
  • Involved in audit activities for Operations Centre Analysts and be an escalation point when necessary

What you will bring:

  • Fluent English and excellent verbal and written communication skills
  • Able to establish and maintain a calm environment for team and clients
  • Excellent organizational and problem-solving abilities
  • Willingness to work shift rotations
  • Strong ability to build rapport with co-workers and clients – team player
  • Well-developed customer service skills
  • Aptitude and willingness to learn, explore, and work on new and developing technologies that are constantly changing for the company

Regular contact with:

  • Operation Centre team members
  • DC Departments, including Service Platforms, Network Platform, Managed Services, Local DC teams
  • Extended support team, EbNOC, Support Desk, Service Assurance, IS
  • Management


Education and/or Experience:

  • High School diploma with some Post-Secondary Education preferred
  • Strong working knowledge of Microsoft Windows/Office
  • VMWare Experience would be beneficial
  • Customer service experience
  • Operational knowledge of Data Centres both mechanical (power and cooling) and Server/Network
  • Intermediate/Advanced understanding of DCIM systems and how they operate
  • Intermediate/Advanced network/DCIM troubleshooting (ping, snmpwalk, etc)


Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: Remote, Remote, Remote
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Information Technology
Requisition ID: 275933
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:  Corporate





Toronto, ON, CA Toronto, ON, CA Halifax, NS, CA Ottawa, ON, CA Calgary, AB, CA Airdrie, AB, CA Markham, ON, CA Edmonton, AB, CA London, 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.

Job Segment: System Administrator, Data Center, Cloud, HVAC, Technology, Operations