Snr Syndicated Service Specialist

Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast. If you are interested in being a part of this, consider applying for the following opportunity:

Who we're looking for:
Rogers is seeking a Snr Syndicated Service Specialist to join our Syndication & Enterprise Services team to provide technical support for our syndicated and enterprise devices and services. This role is essential to prevent, detect, and resolve issues with CPE, Services and Platforms that our customers rely on for their Internet and videos services in a timely manner, through incident, release and problem management.

What you'll do:

• Provide technical support and process development to improve the enterprise and residential Internet and Video services that we provide to our customers including self-protect devices and OTT and web applications.
• Assist in identification, isolation, analysis and resolution of issues related to CPE devices and syndicated services.
• Recommend unique approaches to incident and problem resolution, situation analysis, testing strategies, and fault reproduction
• Effectively troubleshoot and investigate an issue to determine root cause and scope of impact to our customer base and help bring it to a resolution.
• Effectively manage Problems by ensuring all resources, venders, and partners are engaged and focused on bring them to a timely resolution and provide and manage workarounds.
• Manage change and release management processes with our partners and vendors.
• Provide firmware management for non-syndicated modems for TPIA and Roger's Business customers.
• Provide support to our warehouse and business teams related to CPE customer premise equipment.
• Documentation of process, procedures and development of troubleshooting guidelines.
• Build relationship and collaborate closely with other departments across the organization and vendors
• Development of measurable metrics and alerting that will help in improving our customers services.

What you bring:

• Minimum of 3 years of operations experience
• In-depth knowledge of DOCSIS RF and WiFi standards
• An understanding of ITIL best practices related to Change, Release, Incident, Problem and Defect Management
• Excellent technical troubleshooting, including attention to detail and implementing ideas.
• Excellent interpersonal and verbal and written communication skills
• Self-motivated, organized and able to work independently and in teams.
• Experience and advanced knowledge in Jira, Splunk and Power Bi.
• Experience within video services environment is preferred

What's in it for you?
We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you'll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:
Competitive salary & annual bonus

• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.

Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
Paid time off for volunteering

• Company matching contributions to charities you support

Growth & Development Opportunities:

• Self-driven career development programs (E.g. MyPath program)
• Rogers First: priority in applying to internal roles of interest

Wellness Programs:

• Homewood employee & family assistance program o Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
• Low or no-cost fitness membership with access to virtual classes

Our commitment to the environment and diversity: Work for an organization committed to environmental protection
Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women.
We all bring something different, and we know what makes us different makes us great. This is a hybrid work position and will require you to be in office three days per week.

​To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: Barlow 2400 32 Ave NE (7789), Calgary, AB
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Engineering
Requisition ID: 316399

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. 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 by removing any barriers for equal participation. We work with our candidates who are experiencing a disability 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 Recruitment Process FAQ.

Posting Notes: Technology