Sr. Manager, Media Support Services

Rogers Communications, Inc.; Toronto; On-site; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Health and dental benefits

RRSP and stock matching

Discounts on Rogers services

Paid time off for volunteering

Charity donation matching

Job summary

Rogers Sports & Media in Toronto is seeking a Senior Manager, Media Support Services to 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.

You will drive incident communications, empower your team with best-in-breed tools, mentor operations staff, and partner with peers to continuously improve the monitoring environment in a fast-paced broadcast setting.

Qualifications

• Experience in a Network Operations Centre or Service Assurance role.
• Strong communication and interpersonal skills across all levels.
• Ability to prioritize under pressure in a fast-paced broadcast environment.

Responsibilities

• Communicate status of network incidents to stakeholders, including Executives.
• Equip team with tools to handle Tier I & II incidents and conduct triage.
• Train and support operations on new and existing systems.
• Collaborate to continuously improve the monitoring environment.
• Develop team as subject matter experts in modern broadcasting.

Skills

Broadcast networking

IT networking

NOC experience

Communication skills

Analytical thinking

Problem solving

Team leadership

Shift management

Job description

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Sr. Manager, Media Support Services

Are you ready to take your career to new heights and be a part of a dynamic team at Rogers Sports & Media? We believe in creativity, innovation, and collaboration in everything we do, and we are looking for people who share this mindset to join us. With a monthly reach of 30 million Canadians, you can help shape the future of sports, news, e-commerce, and entertainment. At Rogers, we value diversity and inclusivity and believe that every voice matters. Join us today and be a part of a team that is redefining the future of media.

Sr. Manager, Media Support Services

Who we're looking for:

We’re looking for an exceptional candidate to join the Media Technology & Operations department in the role of Senior 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'll 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 elevate [major] issues.
• Train and support operations team on new and existing systems.
• Actively work with Media Technology and Operations 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 cross-functional collaboration to support workflow dependencies.
• Accountable for the validation and execution of physical and logical changes to the national (RAMP) network – including upgrades and addition of new endpoints
• Responsible for monitoring and overseeing the successful delivery of RSM content across all platforms to customers, including SN+ and Citytv+.
• Strive every day to cultivate a positive culture that enhances the talent, diversity, and wellness of our team.

What you'll 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.

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 & 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.
• 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: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: None
Background Check(s) Required: Canadian Criminal Record Check
Posting Category/Function: Broadcasting & TV Operations
Requisition ID: 339499

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

Posting Notes: Rogers Sports & Media

Location

Toronto, 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