Snr Synd Service Specialist

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

Job summary

A leading telecommunications company in Brampton seeks a Senior CPE, Syndication Video & Internet Operations Specialist. This role involves incident, release, and change management for video and internet services, maintaining service reliability and improving the customer experience. The ideal candidate has strong operational experience in telecommunications and is proficient in analytical tools like SQL and Power BI.

Qualifications

• Proven experience in the video and internet telecommunications services industry.
• Familiarity with Comcast Xfinity and EntOS syndication products.
• Ability to work effectively in a fast-paced environment.

Responsibilities

• Collaborate with teams to resolve customer-impacting events.
• Support the release of new CPE firmware.
• Develop and implement DevOps best practices.

Skills

Proven experience in a similar operational role

Experience with CPE technology

Strong understanding of residential Wi-Fi deployments

Exceptional troubleshooting and analytical skills

Proficiency in SQL and Python

Tools

Remedy

ServiceNow

Splunk

Azure Databricks

Power BI

Job description

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:

We are seeking a highly skilled and motivated Senior CPE, Syndication Video & Internet Operations Specialistto join the Syndication Incident, Release, & Change team.

In this role, you will be responsible for Tier 4 incident management, release management, and change management for our video, internet, home phone, and smart home services.

Your primary areas responsibility will include:

• Incident Management: Collaborate with cross-functional teams to detect and resolve customer-impacting events promptly, ensuring minimal disruption to services. Represent the findings in blameless post-mortems to ensure avoidable incidents are prevented from reoccurrence.
• Release Management: Support the release of new CPE firmware, leveraging data-driven techniques to assess and mitigate risk of the firmware lifecycle.
• Change Management: Support managing changes by assessing and mitigating risk. Leverage test automation capabilities to ensure smooth and effective implementations are completed with pre and post check validation.
  

What you’ll do:

• Deploy and support new residential CPE roadmap devices, Wi-Fi evolution and technology and new residential internet and video service products and features.
• Leverage data to drive decisions and improve service reliability and performance.
• Collaborate with cross-functional teams and vendors to shorten the time to detect and resolve customer-impacting events.
• Focus on improving the customer experience and safeguarding the Rogers brand.
• Develop and implement DevOps best practices for incident, release, and change management.
• Utilize historical incident data to inform and optimize firmware lifecycle management.
• Identify and implement process and tool improvements to drive measurable improvements in service reliability and performance metrics.
  
  

What you bring:

• Proven experience in a similar operational role, preferably in the video and internet telecommunications services industry.
• Experience with residential customer premise device (CPE) technology including DOCSIS 3 and 4 access network technology, residential gateway modems, routers and GPON/Fiber to the Home ONT devices.
• Strong understanding of residential Wi-Fi deployments, troubleshooting and standards including Wi-Fi 6( IEEE 802.11ax) and Wi-Fi 7(IEEE 802.11be).
• Familiarity with deployment and troubleshooting of Comcast Xfinity and EntOS syndication products and technology.
• Strong understanding of incident, release, and change management processes, with a continuous learning and improvement mindset.
• Exceptional troubleshooting, support, and analytical skills to identify trends, patterns, and anomalies in data, maintaining composure under pressure.
• Ability to work effectively in a fast-paced, dynamic environment, collaborating with internal teams, cross-functional team members, vendors, and partners at various management levels.
• Proficiency in analyzing complex data sets, manipulating and transforming large datasets, and deriving actionable insights to support data-driven decision-making.
• Highly skilled in and experienced with Remedy, ServiceNow, Splunk, and Azure Databricks, including strong SQL and Python.
• Experience with data visualization tools like Power BI (preferred), Tableau, or similar platforms, and creating compelling visualizations and dashboards.
• Familiarity with cloud platforms like Azure (preferred), AWS, or Google Cloud for data storage and processing.
• Strong skills in statistical analysis, including hypothesis testing, regression analysis, and inferential statistics.

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 Road (101), Brampton, ON
Travel Requirements: Up to 10%
Background Check(s) Required: Criminal Record and Credit Check
Posting Category/Function: Technology & Quality
Requisition ID: 322919

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite a minimum of four (4) days per week starting October 6, 2025, increasing to five (5) days per week effective February 2, 2026. We believe that in-person connection strengthens our culture and drives industry-leading performance.

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