Technical Support Lead

Rogers Communications; Brampton; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

Join Rogers Communications as a Production Support Analyst/Developer and support critical technology projects that enhance connectivity for millions of Canadians. With flexible health and dental benefits, annual bonuses, and opportunities for growth, you will be part of a committed, diverse team aiming to shape the future of technology in Canada. This hybrid role also allows for a work-life balance, with certain days designated for in-office collaboration.

Benefits

Competitive & flexible health and dental benefits

Annual bonus

Paid time off for volunteering

Self-driven career development programs

Discounts on Rogers services and events

Wellness programs including virtual classes

Qualifications

• Strong SQL knowledge and ability to prepare scripts.
• Previous production support experience is required.
• Familiarity with tools for ENS validations and cloud fundamentals.

Responsibilities

• Provide 24x7 support and manage system alerts.
• Create incidents and engage teams for root cause investigation.
• Document technical information for internal or client use.

Skills

Strong SQL knowledge

Attention to detail

Strong analytical and problem solving skills

Excellent communication and interpersonal skills

Flexible and adaptive team player

Education

Previous production support experience

Some understanding of network technologies

Tools

Linux commands

Weblogic

Oracle

Dynatrace

Python or Java

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:

Who we’re looking for:
We are looking for Production Support Analyst/Developer - Enterprise Notification System (ENS/TCM) for our Business Support System Operations Team.

What you’ll do:

• 24x7 accessibility and outside of business hours support and project work. Subject to on-call on a rotational basis.
• Action all system alerts as needed.
• Create incidents in snow and assign to appropriate team (webops,DBA etc).
• Engage teams to investigate the root case.
• Contact Onsite resource if any extra support is needed.
• Monitor WebLogic, SiteScope alerts, database queue, Mailbox.
• Reply to Archive requests.
• Retrieve the PDF documents and email them back to the requestors with in SLAs.
• Support Weekly Cycle releases
• Follow the implementation plan to make sure all steps are implemented successfully.
• Perform the validation steps post implementation.
• Assist with ENS Audit process
• Generate Monthly/Weekly/Daily Reports
• Generate and update statistics and reports
• Document technical information, notes, user guides, etc. for internal or client use.

TCM:

• Execute validation to ensure services (voice, data, messaging, wireline) results in correct call detail record generation on the network and accurate call rating in the billing system after a network change.
• Perform detailed analysis of service execution results according to each service type specification after network changes pertaining to platform and/or software expansions/upgrades and provide status of results to the Network & IT teams.
• Identify, investigate and report discrepancies that may result with either the network call detail record or call rating in the billing system

What you bring:

• Strong SQL knowledge.
• Familiar with Linux commands.
• Should be able to prepare scripts (using shell script, Python or Java) to gather information from files and logs.
• Should be familiar with tools to submit SOAP requests for ENS validations.
• Knowledge of Cloud fundamentals (Azure), Azure Kubernetes Services, Postgres Database
• Some understanding of network technologies and platforms such as circuit switch, packed switch,Volte, VoWifi, 5G, network mediation,
• Attention to detail
• Knowledge of Weblogic and Oracle
• Knowledge of Dynatrace is a plus
• Strong analytical and problem solving skills
• Flexible and adaptive, team player
• Excellent communication and interpersonal skills
• Ability to work well under pressure, prioritize work and well organized
• Previous production support experience
• Previous experience as ENS and TCM support is a plus

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 salary & annual bonus

• 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:

• Self-driven career development programs (E.g. My Path 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.
• This is a hybrid work position and will require you to be in office three days per week.
• You can choose which days in office work best for you!

If you are selected to move forward in the recruitment process, here is what you can expect:
15-minute phone screen with your recruiter, 1-hour virtual interview with Hiring Manager, 30-minute final round virtual interview with Director of the team. Best of luck!

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 Rd (341), Brampton, ON
Travel Requirements: Up to 10%
Background Check(s) Required: Criminal Record and Credit Check
Posting Category/Function: Technology & Information Technology
Requisition ID: 323263

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