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Major Incident Manager

Posted 5 days ago

Job Details


Job Description

Major Incident Manager

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:

The Major Incident Management team is the central team to provide support, guidance and leadership during Major Incidents across Network or IT.

This role is critical to ensure positive outcomes including timely engagement of resources needed to resolve issues, prompt and accurate communications to stakeholders who need to be aware of Major Incidents. Control and guidance on Incident Bridges to ensure an orderly and methodical approach to issue investigation and resolution is taken. This role is critical to deliver on targets for Mean Time to Restore and ensure ongoing improvements in reduction to Customer Impact Hours.

What you will be doing:
  • Drive and manage major incidents to resolution reducing incident MTTR and improving customers' experience.
  • Engagement and liasing of the appropriate technical stakeholders/leads ensuring the fastest possible resolution and lowest customer impact.
  • Assessment of impacts to the organization and ultimate decision maker of priority as defined in the IM Policy
  • Communicates with all relevant stakeholders (including executives), to ensure the right level of information is known by the right people in the organization.
  • Monitor Incident TTR and escalate if exceedingly SLA as defined in IM Policy
  • Opening Incident bridges, guiding troubleshooting and resolution steps.
  • Capturing required information, filling out notification templates, translating technical language to easy-to-understand terms, selecting appropriate audience.
  • Capturing required information, completing post incident summaries, translating technical language to easy-to-understand terms.
  • Capture required Incident details and resolution steps and documenting them into playbook format for future use.
  • As the Rogers environment is large, multi-site, and highly complex, the role is based on a 24x7 shift work schedule, requiring coverage 365 days a year.

What you will bring:
  • Previousexperience in the telecommunications industry preferably in prior incident management ie./IT, NOC, SOC experience.
  • Ability to understand and adhere to the processes and procedures defined by Rogers (Incident, Change, Problem)
  • Highly proficient with ServiceNow, particularly incident management.
  • Ability to work in a fast-paced, dynamic environment with changing priorities.
  • Excellent communication and interpersonal skills
  • Self-motivated with the ability to take initiative in identifying and resolving problems independently.
  • Ability to thrive in a dynamic 24/7 environment.
  • Excellent Understanding in ITIL framework- Incident management & change management, Information Security Management System- ISMS, Capability Maturity Model Integration- CMMI, Project Management, Scrum framework (Scrum Master), Six Sigma and SLA/KPI reporting.
  • Core Competencies: Customer Service Orientation, Teamwork, and Collaboration, Adaptability, Initiative.
  • Role-Specific Competencies: Innovation/Creative Thinking, Problem Solving/Judgment, Achievement Orientation, Listening Understanding & Responding.
  • Demonstrated ability to work effectively in a team environment, in an organized, methodical and pleasant manner.
  • Degree in Electronics/Telecommunications or equivalent

What's in it for you?
We believe in investing in our people and helping them reach their potential asvaluable members of our team. As part of our team, you'll have access to a wide rangeof 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% offTSC 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
    • 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 resourcegroups supporting equity-deserving groups including groupsrepresenting 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!

Schedule:Full time
Shift: Rotating
Length of Contract: Not Applicable (Regular Position)
Work Location:8200 Dixie Rd (341), Brampton, ON
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Information Technology
Requisition ID: 311668

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 .

Successful candidates will be required to complete a background check as part of the hiring process.

Posting Notes:Technology

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

Looking for career guidance and inspiration?

Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.

Job Segment: Six Sigma, Telecom, Telecommunications, Network, Equity, Management, Technology, Finance

About Rogers

As a proud Canadian company, we're dedicated to making things easier for our customers. Since 1960, millions of Canadians have first experienced new ways of living and working through Rogers: FM radio, cable television, high-speed Internet, wireless phone calls, wireless LTE Internet, and more. At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize her dream. A sports fan celebrate a special moment. Because we believe connections unite us, possibilities fuels us, and moments define us. _ En tant que fière entreprise canadienne, nous sommes déterminés à faciliter la vie de nos clients. Depuis 1960, des millions de Canadiens ont fait l’expérience de nouvelles façons de travailler et de vivre leur vie grâce à Rogers : radio FM, câblodistribution, Internet haute vitesse, appels sans-fil, Internet sans-fil LTE et plus encore. Chez Rogers, nous relions les gens d’ici à un monde de possibilités et aux moments les plus importants de leur vie. Chaque jour, nous nous réveillons avec un but en tête. Réunir les gens de partout dans le monde. Relier les gens les uns aux autres, et au monde qui les entoure. Soutenir une entrepreneure pour qu’elle réalise son rêve. Aider un amateur de sport à célébrer un moment spécial. Parce que, selon nous, les liens nous rapprochent, les possibilités nous motivent et les moments nous définissent.



Application closing date is 2024-09-16

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