Service Specialist

Service Specialist

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:

Messaging & VAS DevOps- Service Specialist
Who we're looking for: We are looking for Service Specialist who will report to the Manager Messaging & VAS DevOps, as part of the End to End Wireless Services group within the Network Engineering Department.
The Service Specialist is responsible for providing technical support for Rogers Messaging platforms and services, focused on delivering industry-leading customer experiences.

What you'll do:
As a Service Specialist your accountability is to support, optimize and grow the following Rogers Wireless services on its evolving network, including 5G: SMS, MMS & Voicemail Messaging, Email Relay Services, Spam & Abuse control and Wireless Device Management Platforms.
Tasks you will be responsible for or lead include the following:

• Perform maintenance, updates, upgrades, and support for above services, platforms and their evolutions
• Provide rotating 24x7 On-Call support as scheduled
• Support change/corrective/other activities during Maintenance Windows as scheduled
• Conduct analysis of alarms and investigate service affecting conditions without delay
• Work collaboratively with Engineering, Project Management, Product teams, other stakeholders in Rogers and vendors/partners to deliver network changes supporting customer and Rogers' needs
• Conduct acceptance and integration of new platforms, services, and applications
• Ensure all supported services & platforms are compliant to Rogers Information Security Standards
• Ensure timely completion of all administrative tasks, such as timekeeping, corporate requirements, etc.
• Actively troubleshoot to resolve service or platform issues, working cross-functionally
• Provide inputs to Management for vendor SLAs, performance, and cost-optimization opportunities
• Drive Service Level improvements through Automations, KPI optimization & Operations Modernization
• Mentor and support the Network Operations Centre, Consumer & Enterprise Technical Support, and their staff
• Identify under-utilized, obsolete, redundant hardware, software, and services
• Adopt machine learning & artificial intelligence to drive Operational Excellence
• Continually evaluate your skills and identify growth & personal development opportunities

What you bring:

• Self-motivated individual with a high sense of accountability
• Works with integrity - consistent in what is said and done, always the right way
• Fluent in written and spoken English; effectively communicate both, technically and in plain language, as needed
• Works collaboratively and fosters collaboration; builds trust
• A Technical diploma/degree in Telecom or related field or at least 5 years relevant work experience
• Experienced in carrier-grade Cloud-based telecom services or related environments (development or production)
• Solid fundamentals in TCP/IP, networking, and security
• Medium to Advanced level Server (Linux/UNIX, Active Directory) skills
• Medium to Advanced knowledge of leading Hypervisor and/or Container-based virtualization, preferably in telecom
• Experience with VMware, OpenStack, Docker, Containers, Kubernetes, etc.
• Medium to Advanced knowledge of telecom service flows for messaging and servers/platforms (SMSC, MMSC, Voicemail, Anti-Spam, MSC, MGW, ADC, EIR,etc.)
• Beginner to Medium knowledge of scripting, Powershell, Python, other programming/scripting languages
• Knowledge of telecom & networking industry standard (3GPP/IETF/ITU-T/ANSI) interfaces & protocols
• Takes initiative to identify and resolve issues not yet detected
• Knowledge of Machine Learning & Artificial Intelligence fundamentals relevant to telecom network evolution
• Knowledge of OSS/BSS and tools such as Remedy, Dynatrace, Netscout, NGenius, Splunk, Business Objects, ENIQ, Netstat, BMC Patrol, vCentre, Horizon, Ansible, Kubernetes, CNOM, etc.
• Relishes the opportunity to deliver operational excellence in a high-pressure role
• Treats tough situations as opportunities to deliver great customer & business outcomes

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. MyPath program)
• Rogers First: priority in applying to internal roles of interest

Wellness Programs:

• Homewood employee & family assistance program o 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 o 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.

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: On Call
Length of Contract: No Selection
Work Location:8200 Dixie Rd (341), Brampton, ON
Travel Requirements: No Selection
Posting Category/Function: Technology & Engineering
Requisition ID: 317188

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

Location:
Brampton, 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

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