Sr. Problem Mgt Specialist

Rogers Communications, Inc.; Brampton; On-site; CAD 70,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Operations Specialist to enhance technology problem management. This role involves leading root cause analyses, driving continuous improvement, and supporting a high-performance culture. The ideal candidate will leverage data analytics to enhance customer experience and operational efficiency while fostering collaboration across teams. With a commitment to innovation and customer-first solutions, this position offers the opportunity to make a significant impact in a dynamic environment. Join a team dedicated to connecting Canadians and shaping the future of technology.

Benefits

Health and dental benefits

Pension

RRSP

TFSA

Stock options

Paid volunteer time

Charity matching

Wellness programs

Discounts on Rogers services

Priority internal application process

Qualifications

• 5-10 years’ experience in telecommunications networks.
• Strong analytical skills and data-driven decision-making ability.
• Structured problem analysis training is an asset.

Responsibilities

• Lead root cause analysis investigations for major incidents.
• Oversee governance of Problem Management activities.
• Identify new proactive problem management opportunities.

Skills

Analytical Skills

Communication Skills

Problem Analysis

Project Management

Critical Thinking

Customer-First Solutions Orientation

Education

Bachelor's degree in Engineering, IT, or a related field

ITIL Foundations Certification

Lean Six Sigma Certification

Tools

Data Analytics Tools

Cloud Technologies

Job description

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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:

Rogers is seeking a Senior Operations Specialist accountable for supporting the overall Technology Problem Management processes with a focus on Continuous Improvement and the identification and elimination of problems. The role aims to minimize or prevent future service and customer-impacting events. The successful candidate should have strong accountability, communication skills, and the ability to track items to conclusion.

Supporting the Senior Manager of Problem Management at the Rogers Park Brampton Campus, what you’ll do:

• Support and lead root cause analysis investigations for major incidents, promoting transparency and continuous improvement. Act as the lead on high-priority incidents, providing insights and updates to senior management.
• Assist and support Problem Management Operations Specialists in daily activities, driving a high-performance culture.
• Oversee governance of Problem Management activities, ensuring consistent performance and improvements on key KPIs, and provide management insights on anomalies.
• Leverage data, analytics, and root cause methodologies to identify trends and opportunities for improvement in customer experience and operational efficiency.
• Identify new proactive problem management opportunities, providing detailed analysis and defining scope and processes.
• Lead and support problem management initiatives aimed at improving customer experience and operational efficiency, such as dashboards and system enhancements.
• Act as the primary contact for larger-scale technology programs related to problem management.
• Facilitate cross-functional discussions on problem trends, emphasizing collaboration and transparency.
• Assist in preparing problem management data for reporting and analytics.
• Build and maintain healthy working relationships within the technology department at all levels.

What you bring:

• Bachelor's degree in Engineering, IT, or a related field.
• ITIL Foundations Certification.
• 5-10 years’ experience in telecommunications networks.
• Knowledge of telecommunications network technology and operational processes.
• Structured problem analysis training (e.g., Lean Six Sigma) is an asset.
• Understanding of Rogers services and related technology.
• Strong analytical skills and data-driven decision-making ability.
• Excellent critical thinking skills.
• Project Management and Cloud Certifications are assets.
• Previous people management experience is an asset.
• Strong communication, facilitation, and influencing skills.
• Ability to translate technical information for executive reports.
• Innovative thinking and customer-first solutions orientation.
• Effective communication across all organizational levels.
• Ability to work in challenging and ambiguous environments.
• Strong technical skills.

What’s in it for you?

We invest in our people and offer resources, growth opportunities, discounts, and perks including:

• Competitive salary & bonus
• Health and dental benefits, pension, RRSP, TFSA, stock options
• Discounts on Rogers services, tickets, and accessories
• Paid volunteer time and charity matching
• Priority internal application process
• Wellness programs and support resources

We are committed to diversity, inclusion, and environmental responsibility. We ensure a fair recruitment process and provide accommodations for candidates with disabilities. For questions, visit our Recruitment Process FAQ.