Manager, Media Support Services

Date: Feb 24, 2021

Location: Toronto, ON, CA, M4Y 2Y5

Come play a key role in building the future of Sports & Media! Everyone wants to be part of a transformational team – and that’s exactly what we’re building at Rogers Sports & Media. A team that innovates and a team that wins.

At Rogers Sports & Media we are committed to creating and growing teams that are digital-first, fast-moving and bold-thinking and are focused on delivering impact with everything they do. Our impressive collection of assets includes media properties, sports teams, sports events & production, venues, e-commerce platforms and a close connection with our Connected Home and Wireless team. Collectively, we touch 30 million of Canadians every month!

Not only is our business strong, but so is our culture. We genuinely care about each other and working in an environment that allows each of us to bring our best authentic selves to work. That starts with our firm commitment to a diverse, inclusive and safe workplace. We’re also dedicated to giving back by using our media megaphone to help Canadians who need it most. Our team is All IN on diversity and inclusion – find out more at

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.

Are you up for the challenge and the fun?  If so, consider the following opportunity!

We’re looking for a star candidate to join the Engineering & Infrastructure Operations department in the role of Manager, Media Support Services. In this role you will lead the shift-based support team responsible for monitoring all Media platforms and applications, including the Media Network, to ensure Rogers Sports and Media content reaches our customers.

What you will do:

  • Communicate the status of network incidents or problems which are affecting or putting at risk the overall customer experience. This includes direct engagement with Executives to outline options and recommendations for certain resolutions and disseminate root cause analyses or other recurring dashboard reports.
  • Enable your team by ensuring they have best-in-breed tools and applications to fulfill their Tier I & Tier II support function for all network Incident and Event (Problem) Management – can identify the problem condition, triage, isolation, dispense appropriate actions to resolve [minor], and escalate [major] issues.
  • Train and support operations team on new and existing systems.
  • Actively work with Engineering and Media Architect peers to establish a continuous improvement ‘feedback loop’ – with the intent of planning and implementing resolutions to defects or inefficiencies in the monitoring environment.
  • Empower your team to be proficient, subject matter experts in the ‘modern’ Broadcast environment.
  • Take ownership of data management and ensure all documentation and inventory is up to date within the facility.
  • Champion ticketing/change management system including building workflow and forms.
  • Accountable for the validation and execution of physical and logical changes to the national (RAMP) network – including upgrades and addition of new endpoints
  • Strive every day to cultivate a positive culture that enhances the talent, diversity, and wellness of our team.

What you will bring:

  • Proficient in a combined Broadcast and IT network Routing & Switching skillset
  • Extensive experience working in a Network Operations Centre and/or Service Assurance capacity.
  • Brilliant communication and interpersonal skills, for dealing with many types of people at all levels in a direct diplomatic way.
  • Detail-oriented and able to prioritize under pressure.
  • Proven analytical and problem-solving skills.
  • Calm, confident and keen to work in a fast-paced environment.
  • Possess the ability to interact across various cross-functional teams within the organization.
  • Must be able to manage shift duties and procedures accurately and consistently in a 24-hour mission-critical broadcast environment.

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 from home even after the pandemic ends
  • Your choice of hardware and software (iPhone or Android/Mac or PC etc.)
  • 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
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.

Schedule: Full time
Shift: No Selection
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Broadcasting & TV Operations
Requisition ID: 214791
Posting Notes:  Media 

Job Segment: Media, Engineer, Network, Manager, Telecom, Marketing, Engineering, Technology, Management

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