Sr. Problem Mgt Specialist

Natural Factors; Brampton; On-site; CAD 70,000 - 110,000; Full time

Job summary

An established industry player seeks a Senior Operations Specialist to enhance technology problem management processes. This role focuses on continuous improvement, accountability, and effective communication with senior leaders. You will lead root cause analyses for major incidents, drive initiatives to improve customer experience, and foster a high-performance culture. Join a team committed to innovation and operational excellence, where your insights will shape the future of technology in Canada. Enjoy a competitive salary, growth opportunities, and a commitment to diversity and sustainability in the workplace.

Benefits

Competitive salary

Benefits

Discounts

Volunteer time off

Development programs

Qualifications

• 5-10 years’ experience in Telecommunications networks.
• Knowledge of telecommunications network technology and operational processes.

Responsibilities

• Leading root cause analysis for Major Incidents and promoting continuous improvement.
• Overseeing governance of Problem Management activities and ensuring KPI performance.

Skills

Analytical Skills

Critical Thinking

Communication Skills

Problem Analysis

Project Management

Education

Bachelor's degree in Engineering

ITIL Foundations Certification

Tools

Lean Six Sigma

Job description

Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. We support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility projects that shape the future of technology in Canada and expand connectivity coast to coast.

Who We're Looking For

Rogers is seeking a Senior Operations Specialist responsible for supporting the Technology Problem Management processes, focusing on Continuous Improvement and problem elimination to minimize or prevent service-impacting events. The candidate should be able to hold others accountable, communicate effectively with senior leaders, and track issues to resolution.

Supporting the Senior Manager of Problem Management at Rogers Park Brampton Campus, your responsibilities include:

• Leading root cause analysis for Major Incidents, promoting transparency and continuous improvement, and acting as the lead during high-profile incidents.
• Supporting Problem Management Operations Specialists in daily activities to ensure results and foster a high-performance culture.
• Overseeing governance of Problem Management activities, ensuring KPI performance, and providing management insights on anomalies.
• Leveraging data and analytics to identify trends and improvement opportunities in customer experience and operational efficiency.
• Identifying new proactive problem management opportunities and defining scope and processes for these areas.
• Driving initiatives like dashboards and system enhancements to improve customer experience and operational efficiency.
• Leading cross-functional discussions on problem trends with a focus on collaboration and transparency.
• Preparing data reports for analytics and reporting purposes.
• Building healthy relationships across the Technology department at all levels.

What You Bring

• Bachelor's degree in Engineering, IT, or related field.
• ITIL Foundations Certification.
• 5-10 years’ experience in Telecommunications networks.
• Knowledge of telecommunications network technology and operational processes.
• Experience with structured problem analysis methods (e.g., Lean Six Sigma) is an asset.
• Understanding of Rogers services, including Connected Home and Wireless.
• Strong analytical, critical thinking, and communication skills.
• Project Management or Cloud Certifications are assets.
• People management experience is an asset.
• Ability to translate technical info into executive reports and work across organizational levels.

What’s in it for you?

We invest in our people, offering resources, growth opportunities, discounts, and perks, including competitive salary, benefits, discounts, volunteer time off, and development programs. We are committed to environmental sustainability and diversity, supporting equity groups and fostering an inclusive workplace.

A pre-employment background check is required, and depending on the role, a credit check and driver’s abstract may be necessary.