Sr. Manager, Media Support Services

Rogers Sports & Media; Toronto; On-site; CAD 110,000 - 160,000; Full time

Benefits offered by this job

Comprehensive health & dental benefits

Pension & RRSP/stock matching

Employee discounts on Rogers services

Volunteer time off

Charity matching

Job summary

Rogers Sports & Media is hiring a Senior Manager, Media Support Services to lead the shift-based team monitoring all media platforms and applications, ensuring content reaches customers. You will guide incident management, triage issues, and drive improvements across the broadcast network environment with cross-functional collaboration.

Ideal candidates bring strong NOC/Service Assurance experience, superb communication, and the ability to manage a 24-hour operation in a fast-paced media

Qualifications

• Proficient in a combined Broadcast and IT network Routing & Switching.
• Extensive experience in a Network Operations Centre and/or Service Assurance.
• Brilliant communication and interpersonal skills with multiple stakeholders at all levels.
• Detail-oriented and able to prioritize under pressure.
• Proven analytical and problem-solving skills.
• Calm, confident, and able to work in a fast-paced environment.
• Interact across cross-functional teams and manage shift duties in a 24-hour environment.

Responsibilities

• Communicate the status of network incidents or problems affecting the customer experience, including executive engagement.
• Ensure the team has tools to support Tier I & II incident management, triage, and resolution escalation.
• Provide training and support on new and existing systems.
• Collaborate to create a continuous improvement feedback loop addressing defects or inefficiencies.
• Develop team proficiency in the modern Broadcast environment.
• Own data management and maintain up-to-date documentation and inventory.
• Champion cross-functional collaboration to support workflow dependencies.
• Validate and execute physical and logical changes to the national network (RAMP).
• Monitor and oversee delivery of Rogers Sports & Media content across platforms.
• Contribute to a positive culture to support talent, diversity, and wellness.

Skills

Broadcast IT network expertise

NOC/Service Assurance

Communication skills

Attention to detail

Analytical/problem solving

Cross-functional collaboration

24-hour shift management

Job description

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 escalates [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.

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 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.

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 whre that they have what they need to be at their best. 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 ensut how we can ensure that you deliver your best work. You matter to us!

Posting Notes Rogers Sports & Media