Service Specialist

1 week ago

Brampton, Canada Rogers Communications Full time

At Rogers, we are committed to helping Canadians bridge the digital divide and ensure that no one is left behind in accessing reliable connectivity. Through our Service Expansion projects, we are proud to bring our wireless and internet service to homes and businesses across the country to connect them to the people and things that matter most.

Our rapidly growing team is looking for new team members who are committed to making connectivity possible for our neighbours, communities, and local businesses. This team works cross-functionally, collaborating with our Network, Rogers for Business, and Consumer teams to make a lasting impact in underserved or unserved communities for generations to come.

Come play a key role in building the future of innovation in Canada.

Are you up for the challenge and the fun? If so, consider the following opportunity:
The Service Specialist will be responsible for automation, analysis of characterized trends for building of alerting mechanisms in Netcool (with NOC) and point of contact on incidents to assist in triage with internal and external teams as it relates to ignite.

**What you will do**:

- Ignite services as it relates to all video services (linear, iVoD, CDVR)
- Support and triaging of incident and degradation of services as it relates to ignite.
- Lead initiatives and projects as they are introduced and develop services and diagrams
- Subscriber Profile Database Repository solution in relation to wireless service and data flow
- Plus, other service and platforms solutions as they are added.

**Point of Contact for Technical Escalations**:

- Act as Tier 4 technical escalation within Network Operations to address service impacting outages arising from technically challenging problems.
- Senior technical resource within the team for service specialists to escalate and interact with for support.

**Accountable for New Service / Technology introduction**:

- Detailed review of the engineering architecture and design to gain full understanding of the technology / product.
- Research and recommend NSS/OSS tool requirements to support the new platforms.
- Transform architectural concepts and engineering designs into practical and tangible day-to-day operational guidelines, procedures and practices, and conduct orientation and training sessions to operations personnel to allow them to maximize their understanding and enhance their ability to absorb knowledge during training programs.

**Work within the existing processes outlined**:
Problem Management:
Identify research and implement fixes for chronic failure mechanisms affecting the Rogers Video services.

Change Management Procedure Development:

- Collaborate with other specialists in the development of the technical steps in the MOP required to effectively implement complicated high-risk changes to production platforms.
- Vendor Relationship on Technical Issues:

- Interact with the vendors on chronic failure mechanisms with an aim to derive underlying root causes. Manage implementation of fixes and recommendations.
- Liaise with Engineering on future technology roadmaps and evolution, and on retirement tactics for end of life platforms

**What you bring**:

- Experience and advanced knowledge in Splunk scripting and Power Bi.
- Experience in Scripting and Programming Languages: i.e. Java, Python, PHP, vbscript, Perl, bash
- Experience within video services environment is preferred, but not necessary
- Experience with automation mythologies is strongly preferred to deliver innovative ideas to increase efficiency
- Knowledge of Data analytics and Log parsing into tools: I.e. Splunk, Graphana and others is an asset
- Ability to take intelligent risk and encourage risk-taking in others.
- Strong ability to manage conflicting priorities.
- Demonstrated ability to work effectively in a team environment, in an organized, methodical and pleasant manner.
- Ability to express a passion for the organization’s customers, stakeholders and peers.
- Well-versed in the latest technology offering, capabilities and trends.
- Effective oral and written communication skills.

LI-AV1

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON
Travel Requirements: None
Posting Category/Function: Technology & Systems Administration
Requisition ID: 285441

Posting Notes: Digital & Technology

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