Incident Manager

Rogers Communications, Inc.; Calgary; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading telecommunications company is seeking a Major Incident Management professional in Calgary. This role involves managing major incidents, engaging stakeholders, and ensuring positive outcomes. Candidates should have 2-5 years in telecommunications and experience with ServiceNow. We offer competitive salary, benefits, and a chance to make a difference in connectivity across Canada.

Benefits

Competitive salary & bonus

Health and dental benefits

Pension plan

Paid time off for volunteering

Wellness programs

Qualifications

• 2-5 years of experience in telecommunications, preferably in incident management.
• Strong understanding of ITIL Incident and Change management.
• Demonstrated ability to work effectively in a team.

Responsibilities

• Drive and manage major incidents to resolution.
• Engage technical stakeholders for timely resolution.
• Communicate with relevant stakeholders including executives.

Skills

Telecommunications experience

Incident management

Excellent communication skills

Self-motivated problem solving

Ability to thrive in a dynamic environment

Understanding ITIL processes

Tools

ServiceNow

Job description

Overview

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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

The Major Incident Management team is the central team to provide support, guidance and leadership during Major Incidents across Network or IT. This role is critical to ensure positive outcomes including timely engagement of resources needed to resolve issues, prompt and accurate communications to stakeholders who need to be aware of Major Incidents. Control and guidance on Incident Bridges to ensure an orderly and methodical approach to issue investigation and resolution is taken. This role is critical to deliver on targets for Mean Time to Restore and ensure ongoing improvements in reduction to Customer Impact Hours. We are open to hire for our Calgary or Greater Toronto Area Location.

What you’ll do

• Drive and manage major incidents to resolution reducing incident MTTR and improving customers’ experience.
• Engagement and liaison of the appropriate technical stakeholders/leads ensuring the fastest possible resolution and lowest customer impact.
• Assess impacts to the organization and act as the ultimate decision maker of priority as defined in the IM Policy.
• Communicate with all relevant stakeholders (including executives) to ensure the right level of information is known by the right people in the organization.
• Monitor Incident TTR and escalate if metrics exceed SLA as defined in the IM Policy.
• Open incident bridges, guide troubleshooting and resolution steps.
• Capture required information, fill out notification templates, translate technical language to easy-to-understand terms, and select appropriate audience.
• Capture required incident details and resolution steps and document them into playbooks for future use.
• Document incident details and resolution steps for post-incident summaries and knowledge base.
• Work in a 24x7 shift schedule (365 days a year) and be onsite at the Brampton/Calgary Campus site.

What you bring

• At least 2-5 years of experience in telecommunications, preferably in incident management, IT, NOC, or SOC.
• Ability to understand and adhere to Rogers processes and procedures (Incident, Change, Problem).
• Highly proficient with ServiceNow, particularly incident management.
• Ability to work in a fast-paced, dynamic environment with changing priorities.
• Excellent communication and interpersonal skills.
• Self-motivated with the ability to take initiative in identifying and resolving problems independently.
• Ability to thrive in a dynamic 24/7 environment is mandatory.
• Understanding ITIL Incident and Change management, ISMS, CMMI, Project Management, Scrum, Six Sigma; SLA/KPI reporting is an asset.
• Core Competencies: Customer Service Orientation, Teamwork and Collaboration, Adaptability, Initiative.
• Role-Specific Competencies: Innovation, Problem Solving/Judgment, Achievement Orientation, Listening and Responding.
• Demonstrated ability to work effectively in a team environment, in an organized, methodical and pleasant manner.
• Knowledge of Virtualization, Cloud, Automation, AI, NFV, IoT, and OTT is an asset.
• Understanding of Wireless networks (2G/3G/4G-LTE, 5G) is an asset.
• Understanding of HFC and Transport systems; MPLS, BGP, OSPF is an asset.
• Understanding of Wireless and Wireline Core and Access Networks including end-to-end call flows and network components is an asset.
• ITIL, Kaizen, or Six Sigma Certification is an asset.

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. Benefits include:

• Competitive salary & bonus
• Health and dental benefits, pension plan, RRSP/TFSA, and stock matching programs
• Discounts on Rogers services and partner perks
• Paid time off for volunteering
• Company matching contributions to charities
• Internal role application priority
• Wellness programs including EAP, CBT/virtual therapy, and virtual fitness options

To protect our people, a pre-employment background check will be conducted. All candidates must clear a criminal background check. A credit check and drivers abstract may be required depending on the role.

Schedule: Full time

Shift: Rotating

Length of Contract: Regular position

Work Location: 8200 Dixie Road (101), Brampton, ON

Travel Requirements: Up to 10%

Background Check(s) Required: Criminal Record and Credit Check

Posting Category/Function: Technology & Network Design

Requisition ID: 328300

Note: Onsite requirement may apply; some dates subject to change.