Incident Manager
2 months ago
Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to allow businesses to operate more efficiently, reduce costs and improve productivity and collaboration. We are looking for team members who have a passion for delivering industry-leading value to customers and businesses in the communities where we live and work, so come build a rewarding career at Rogers and be a driving force behind our success story
Rogers Communications is seeking an Incident Manager to drive the Major Incident Management function within Rogers Business's customer Service Operations team. Reporting to the senior manager, Wireline Service Assurance, this role is part of a fully dedicated team of professionals responsible for the efficient delivery of Incident Management policies and customer satisfaction in accordance with our SLAs within a 24/7 environment.
**What you will be doing**:
- Ensure that escalation management for all major incidents within Wireline, Wireless, and RDC-managed service products aligns with Rogers's Business Customer experience and expectations throughout the incident life cycle.
- Ensure compliance with Incident Management processes to ensure effective Incident Management, tracking, escalation, and timely resolution for all customer issues.
- Influence strategies to meet targeted restoration metrics for all Rogers Business products and services.
- Assess impact and progress during significant incidents to ensure appropriate remediation activities and resourcing are being applied.
- Actively manage, monitor, and drive resolution of tickets breaching SLA.
- Provide guidance on Incident Management to all support staff and assist in their training and knowledge development.
- Establish and maintain management reporting on incidents and escalations.
- Flexible hours of work and on-call rotation required.
**What you'll bring**:
- Demonstrated ability and commitment to superior support to external and internal customers.
- Experience in the Telecommunications industry or an equivalent degree from a post-secondary school with an understanding of network fundamentals.
- Proven customer management skills.
- Ability to manage multiple priorities and proven time management skills.
- Excellent communication skills (written and verbal).
- Ability to effectively communicate technical concepts to non-technical clients/partners, specifically at the senior management level.
- Influencing others, negotiating, and holding those accountable for quality and meeting the requirements for Incident Management.
- Self-motivated with the ability to take initiative in identifying and resolving problems independently.
- Ability to make decisions under pressure and present factual arguments for further discussion.
- Experience with ITIL methodologies and industry best practices.
**Nice-to-Have**:
- Bilingual (French/English).
- Knowledge of the Legacy Shaw network and process.
- Knowledge of Rogers Business Management Services (formally E2E) network and process.
**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)
- 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. In office days are mandated to Tuesday to Thursday.
**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-
-
Incident Manager
3 weeks ago
Calgary, Canada Long View Systems Full time $80,000 - $105,000Are you passionate about technology and working for a company that values their employees?We are looking for a knowledgeable Incident Manager for our Calgary branch to support our clients with utilizing strong technical, incident management, and leadership skills to support our large enterprise clients. This role will ensure high-priority incidents are...
-
Incident Manager
3 weeks ago
Calgary, Canada Long View Systems Full time**Long View. A career that helps you get more out of life.** A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we...
-
Change and Incident Manager
5 days ago
Calgary, Canada Long View Systems Full time**Long View. A career that helps you get more out of life.** A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we...
-
Incident Management Specialist
2 months ago
Calgary, Canada Cenovus Energy Full timeWorker Type: Employee Group: Incident Management and Data Analytics Department Job Post End Date: 10/30/2024 About this opportunity: The Incident Management Specialist is accountable for providing technical and functional leadership in Health & Safety with a strong focus on improving incident management systems and human and organizational performance...
-
Incident Management Lead
1 month ago
Calgary, Canada TC Energy Full timeDetermined. Imaginative. Curious. If these are some of the ways you describe yourself — we want to learn more about you! At TC Energy, we are Energy Problem Solvers — passionate about transitioning North America to cleaner energy while meeting the energy demands of today and tomorrow. If that sounds like a challenge you want to help tackle, we want you...
-
Incident Manager
8 months ago
Calgary, Canada IBM Full time**Introduction** At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's...
-
On-Site Critical Incident Counsellor
7 months ago
Calgary, Canada Homewood Health Full timeHomewood Health is Canada's leader in mental health and addiction services and we offer the most comprehensive and integrated continuum of services available in Canada. We are redefining mental health and addiction services to help Canadians live healthier, more productive and more fulfilling lives. Homewood Health is looking for an experienced crisis...
-
Calgary, Canada Adecco Full timeAre you a Bilingual professional (French & English) seeking a job opportunity? Adecco is currently recruiting for a permanent Bilingual Incident Response Coordinator (French & English) position with our client, a global leader in workplace safety based in Calgary, AB.As the Alert Management Specialist, you will manage safety incidents efficiently and...
-
Calgary, Canada Adecco Full timeAre you a Bilingual professional (French & English) seeking a job opportunity? Adecco is currently recruiting for a permanent Bilingual Incident Response Coordinator (French & English) position with our client, a global leader in workplace safety based in Calgary, AB.As the Alert Management Specialist, you will manage safety incidents efficiently and...
-
Speech Language Pathologist
4 months ago
Calgary, Canada Renfrew Educational Services Full time**Speech-Language Pathologist** **Low Incidence Team** **Renfrew Educational Services **is a not-for-profit, registered charity operating as an independent school. We are an acknowledged leader in program development for students with disabilities. For 50 years Renfrew has offered a wide range of programs and services to children and youth from Calgary...
-
Calgary, Canada Adecco Full timeAre you a Bilingual professional (French & English) seeking a job opportunity? Adecco is currently recruiting for a permanent Bilingual Incident Response Coordinator (French & English) position with our client, a global leader in workplace safety based in Calgary, AB. As the Alert Management Specialist, you will manage safety incidents efficiently and...
-
Calgary, Canada Adecco Full timeAre you a Bilingual professional (French & English) seeking a job opportunity? Adecco is currently recruiting for a permanent Bilingual Incident Response Coordinator (French & English) position with our client, a global leader in workplace safety based in Calgary, AB.As the Alert Management Specialist, you will manage safety incidents efficiently and...
-
Calgary, Canada Adecco Full timeAre you a Bilingual professional (French & English) seeking a job opportunity? Adecco is currently recruiting for a permanent Bilingual Incident Response Coordinator (French & English) position with our client, a global leader in workplace safety based in Calgary, AB.As the Alert Management Specialist, you will manage safety incidents efficiently and...
-
Calgary, Canada Adecco Full timeAre you a Bilingual professional (French & English) seeking a job opportunity? Adecco is currently recruiting for a permanent Bilingual Incident Response Coordinator (French & English) position with our client, a global leader in workplace safety based in Calgary, AB.As the Alert Management Specialist, you will manage safety incidents efficiently and...
-
Calgary, AB, Canada Adecco Full timeAre you a Bilingual professional (French & English) seeking a job opportunity? Adecco is currently recruiting for a permanent Bilingual Incident Response Coordinator (French & English) position with our client, a global leader in workplace safety based in Calgary, AB. As the Alert Management Specialist, you will manage safety incidents efficiently and...
-
Calgary, Alberta, Calgary region, Canada Adecco Full timeAre you a Bilingual professional (French & English) seeking a job opportunity? Adecco is currently recruiting for a permanent Bilingual Incident Response Coordinator (French & English) position with our client, a global leader in workplace safety based in Calgary, AB.As the Alert Management Specialist, you will manage safety incidents efficiently and...
-
Calgary, AB, Canada Adecco Full timeAre you a Bilingual professional (French & English) seeking a job opportunity? Adecco is currently recruiting for a permanent Bilingual Incident Response Coordinator (French & English) position with our client, a global leader in workplace safety based in Calgary, AB. As the Alert Management Specialist, you will manage safety incidents efficiently and...
-
Speech-language Pathologist
4 months ago
Calgary, Canada Renfrew Educational Services Full time**Speech-Language Pathologist (Low Incidence Team)** **Renfrew Educational Services **is a not-for-profit, registered charity operating as an independent school. We are an acknowledged leader in program development for students with disabilities. For 50 years Renfrew has offered a wide range of programs and services to children and youth from Calgary and...
-
Field Manager
3 months ago
Calgary, Canada Paladin Security Full timeField Manager **Position Overview** The field Manager is responsible for overseeing all day-to-day operations and ensuring compliance with all contractual obligations of the company and that the policies, procedures and stated aims of the organization are me. This is a full-time position that works on a 4 on 4 off rotation. **Essential Job Functions** -...
-
Operations Manager
4 months ago
Calgary, Canada Summit Kids Full time**Overview** The Operations Manager is responsible for overseeing the management and guiding operational activities of all programs across the organization. This role ensures the successful implementation, coordination, and continuous improvement of programs to enhance overall efficiency and effectiveness within the business. - **This post will be closed by...
