Incident Manager
3 weeks 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 Rogers Full timeIncident Manager 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...
-
Incident Manager
2 weeks ago
Calgary, Canada Rogers Full timeIncident Manager 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...
-
Incident Manager
2 weeks ago
Calgary, Canada Rogers Full timeIncident Manager 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...
-
Incident Manager
1 week ago
Calgary, Canada Rogers Full timeIncident Manager 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...
-
Incident Manager
3 weeks ago
Calgary, Canada Rogers Communications Full timeOur 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...
-
Incident Management Specialist
4 days ago
Calgary, Alberta, Canada Rogers Full timeIncident Management RoleAt Rogers, we are seeking an skilled Incident Management Specialist to join our team. As an Incident Management Specialist, you will be responsible for driving the Major Incident Management function within Rogers Business's customer Service Operations team.Key Responsibilities:Ensure that escalation management for all major incidents...
-
Incident Management Specialist
2 weeks ago
Calgary, Alberta, Canada Rogers Full timeAbout the RoleRogers Business is seeking a highly skilled Incident Manager to join our Customer Service Operations team. As a key member of our team, you will play a critical role in driving the Major Incident Management function, ensuring exceptional customer experience, and meeting our SLAs within a 24/7 environment.Key Responsibilities• Ensure...
-
Incident Management Specialist
4 weeks ago
Calgary, Alberta, Canada Cenovus Energy Inc. Full timeAbout this OpportunityThe Incident Management Specialist is a key role within Cenovus Energy Inc.'s Health and Safety team, responsible for providing technical and functional leadership in improving incident management systems and human and organizational performance (HOP). The incumbent will champion the implementation of Health and Safety processes aligned...
-
Incident Management Specialist
1 month 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 Specialist
4 weeks ago
Calgary, Alberta, Canada Cenovus Energy Inc. Full timeIncident Management Specialist required to provide technical and functional leadership in Health & Safety, improving incident management systems and human and organizational performance. The successful candidate will partner with line leaders to provide mentorship and enhance understanding of incident management processes, strengthening investigation...
-
Incident Management Specialist
4 weeks ago
Calgary, Alberta, Canada Cenovus Energy Inc. Full timeAbout this OpportunityThe Incident Management Specialist plays a critical role in providing technical and functional leadership in Health & Safety, with a strong focus on improving incident management systems and human and organizational performance (HOP). This position is accountable for championing the implementation of Health & Safety processes aligned...
-
Incident Management Specialist
4 weeks ago
Calgary, Alberta, Canada Cenovus Energy Inc. Full timeAbout this OpportunityThe Incident Management Specialist plays a critical role in providing technical and functional leadership in Health & Safety, with a strong focus on improving incident management systems and human and organizational performance (HOP). This position is accountable for championing the implementation of Health & Safety processes aligned...
-
Incident Management Specialist
4 weeks ago
Calgary, Alberta, Canada Cenovus Energy Inc. Full timeAbout this OpportunityThe Incident Management Specialist plays a critical role in providing technical and functional leadership in Health & Safety, with a strong focus on improving incident management systems and human and organizational performance (HOP). This position is accountable for championing the implementation of Health & Safety processes aligned...
-
Incident Management Specialist
3 weeks ago
Calgary, Alberta, Canada Rogers Communications Full timeAbout the RoleRogers Communications is seeking an Incident Manager to drive the Major Incident Management function within Rogers Business's customer Service Operations team. 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...
-
Incident Management Specialist
4 weeks ago
Calgary, Canada Cenovus Energy Inc. Full timeWorker Type: EmployeeGroup: Incident Management and Data Analytics DepartmentJob Post End Date: 10/30/2024About 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 (HOP). The...
-
Safety Incident Manager
2 weeks ago
Calgary, Alberta, Canada Blackline Safety Full timeAbout the Role:We are seeking a skilled Safety Incident Manager to join our team at Blackline Safety. As a people-driven technology company, we prioritize innovation, resiliency, and leadership to ensure every worker returns home safely.The Safety Incident Manager will report to the Manager, Safety Operations Center and provide a professional and timely...
-
Incident Manager
7 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...
-
Service Assurance Analyst, Incident Management
2 months ago
Calgary, Alberta, Canada Nutrien Ag Solutions Limited Full timeJob SummaryNutrien Ag Solutions Limited is seeking a highly skilled Service Assurance Analyst, Incident to join our team. As a key member of our Service Assurance team, you will be responsible for facilitating and driving major incidents to ensure timely and effective resolution, minimizing business impact.Key ResponsibilitiesMajor Incident Management:...
-
Service Assurance Analyst, Incident Management
2 months ago
Calgary, Alberta, Canada Nutrien Ag Solutions Limited Full timeJob Title: Service Assurance Analyst, IncidentNutrien Ag Solutions Limited is a leading provider of crop inputs and services, making a positive impact on the world. Our purpose, Feeding the Future, drives our daily work. We're guided by our culture of care and core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We're...
-
Service Assurance Analyst, Incident Management
2 months ago
Calgary, Alberta, Canada Nutrien Ag Solutions Limited Full timeJob Title: Service Assurance Analyst, IncidentNutrien Ag Solutions Limited is a leading provider of crop inputs and services, making a positive impact on the world. Our purpose, Feeding the Future, drives our daily work. We're guided by our culture of care and core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We're...
