Sr. Problem Mgt Specialist

Rogers; Brampton; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading company is seeking a Senior Problem Management Specialist to enhance technology processes and improve customer experience. The role involves analyzing major incidents, collaborating with teams, and driving continuous improvement initiatives. Ideal candidates will have a strong background in telecommunications and problem-solving skills.

Benefits

Competitive salary & annual bonus

Health and dental benefits

Paid time off for volunteering

Employee stock options

Generous employee discounts

Qualifications

• Minimum 5-10 years’ experience in Telecommunications networks.
• Formal training in structured problem analysis method is an asset.

Responsibilities

• Support/Lead root cause analysis for major incidents.
• Provide oversight on Problem Management processes.
• Identify trends for improvement in customer experience.

Skills

Analytical Skills

Critical Thinking

Communication

Leadership

Problem-Solving

Education

Bachelor's degree in a related Engineering, IT or related field

ITIL Foundations Certification

Job description

Sr. Problem Mgt 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 Senior Operations Specialist accountable for supporting the overall Technology Problem Management processes with a focus Continuous Improvement and the identification and elimination of identified “problems”. Technology related problems in order to minimize or prevent future service and customer impacting events. In addition to supporting to process, the successful candidate would have a strong ability to hold others accountable for deliverables, provide updates and communicate with senior leaders within Operations and track items to conclusion.

Supporting the Senior Manager of Problem Management at the Rogers Park Brampton Campus, What you’ll do:

• Support/ Lead - Root Cause analysis investigation and discussion for Major Incidents promoting a culture of transparency with a focus on Continuous Improvement. Acts as prime on “high priority/profile incidents leading high level discussions and providing ongoing insights and updates for Senior Management through to resolution.

• Act as 1st level support for Problem Management Operations Specialists helping to provide guidance and support on day to day activities in order to deliver results and drive a high performance culture.

• Provide 1st level oversight and support with regards to governance of Problem Management process and activities ensuring consistent performance and improvement on key Problem KPI’s. Provide insight to management as needed on anomalies or issues that require management attention.

• Responsible for leveraging departmental data, analytics, root cause methodologies and frontline insights to identify trends and improvement opportunities in customer experience and operational efficiency. Provide plan and suggestions for improvement.

• Using available data and analytics, identify new opportunities with regards to Proactive Problem Management providing detailed analysis and insight and helping to define scope and process for newly identified areas of opportunity.

• Lead, Support and Drive Problem Management initiatives targeted at improving customer experience and operational efficiencies. Ie Dashboards, System Enhancements

• Act as Prime from Problem Management on larger scale Technology programs as needed.

• Lead cross-functional discussions for identified “Problem” trends with a focus on collaboration, transparency and Continuous Improvement

• Assists in the preparation of Problem Management data for reporting and analytics

• Establishes and builds a healthy working relationship within Technology at all levels.

What you bring:

• Bachelor's degree in a related Engineering, IT or related field.

• ITIL Foundations Certification required

• Minimum 5-10 years’ experience in Telecommunications networks

• Demonstrated knowledge of telecommunications network technology, operational processes

• Formal training and experience in a structured problem analysis method is an asset. (Lean Six Sigma or similar methodology)

• Good to excellent understanding of Rogers services and Technology related to the delivery of Connected Home, Wireless and other offered services.

• Strong analytical skills with the ability to use data-driven techniques, analyze and interpret data to drive meaningful insight and continued focus on Continuous Improvement.

• Excellent Critical Thinking skills

• Project Management Certification is an asset

• Cloud Certification is an asset

• Previous People Management Experience is an asset

• Strong communications skills – written and oral – including strong listening skills

• Strong facilitation skills at all levels within the organization

• Skilled in influencing others and persistent in driving others to take action

• Ability to translate technical information into an executive-level report

• Ability to think outside the box, talk openly and ask tough questions; looking for solutions that put customers first

• Ability to communicate and interface at all levels of the organization – from technician to CTO

• Ability to work across functional areas to drive continuous improvement.

• Ability to work in challenging and ambiguous environments.

• Strong technical skills.

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:

• My Path: self-driven career development program

• Rogers First: priority in applying to internal roles of interest

• Wellness Programs:

• Homewood employee & family assistance program

• 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.

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: 8200 Dixie Rd (341), Brampton, ON

Travel Requirements: None

Posting Category/Function: Technology & Information Technology

Requisition ID: 323793

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 (https://performancemanager4.successfactors.com/doc/custom/RCI/Recruitment_Process_FAQ_EN.pdf) .

Posting Notes: Technology

Location:

Brampton, 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 (https://fortheloveofwork.ca/) podcast with Dr. Sonia Kang.