Service Specialist

1 month ago

Toronto, Canada Rogers Communications Full time

**Job Title**: Operations Roaming Services (grade 5)
**Location**: Brampton, Rogers Park & Montreal, QC
**Posting Title**: Roaming Operations
**Reports to**: Manager Roaming Operations

Operations Roaming Services and Signaling Specialists are part of a leading edge team that is responsible for keeping and extending the national and international Roaming footprint, in order to deliver excellence to our customers.
**Who we’re looking for**:

- This technical support role within Network Management and Operations demands specific skills in understanding and troubleshooting complex service flows.
- It includes the context of an IMS network in roaming environment and being able to drill down into specific network platforms and elements that may be affecting these critical service flows.
- Operations Roaming Services and Signaling masters wireless technologies listed above in both postpaid and prepaid environments.
- The specialist takes direction from the Senior team members and executes troubleshooting procedures and changes with a high degree of precision.

**What you’ll do**:

- Managing international roaming service tickets, troubleshooting, issues and customer care resolution.
- Managing domestic roaming service tickets, troubleshooting, issues and customer care resolution.
- Strong Unix skills including regular management practices on network platforms.
- Management of hardware platforms, including KPIs definition/thresholds, KPI development, KPI collection and real-time monitoring to ensure that service levels are strictly met
- Platform Alarm definition, implementation and management based on hardware, multiple servers and service flows
- Contribute to KPI dashboards creation on both Roaming services and signaling platform side,
- Develop proactive methods and reports in order to ensure best roaming network quality and premium roaming customer experience.
- Bring strong innovation ideas to constantly improve the delivery of roaming services.
- Participate to internal projects and network activities to introduce new network services and features.
- Negotiate and Communicate effectively with third parties and vendors on open cases; participate to regular service reviews.
- Enforce Change management policies, review/approval of Work Orders (eWO) / Method Of Procedures (MOP), execute on Incident, and Problem management
- Strong IP protocol suite knowledge, with an emphasis troubleshooting and threat detection.
- Roaming and wireless platforms infrastructure (especially Ericsson platforms) understanding and associated roaming (both international and domestic) flows
- IREG roaming tests. Interfacing with other international roaming partners and operators, including the completion of IR24, IR25, IR35, IR50, IR32, IR38, IR88 and any other roaming testing involving new upcoming technology.
- Interface mainly with internal Rogers groups, NOC, TAC, roaming business, wholesale, R4B, engineering and technology.
- Assist in the implementation and testing of new services and platforms, including internal activities.
- Demonstrated usage of escalation process.
- Reporting on a daily/weekly/monthly basis.
- Advanced level SIP knowledge
- Knowledge of ANSI, ETSI, 3GPP and CCITT, GSMA standards

**What you bring**:

- Minimum of 2 years working in an international roaming technical environment with roaming operations and support experience at wireless operator level.
- 5+ years telecommunications service provider industry experience at an advanced level.
- Proven experience of supporting wireless platforms, IP based services in a large scale organization deployment as a foundation with at least two of the following technology areas: VOIP networks, Core Wireless Signaling and Switching, SIP Operations, Session Border Control, IP Security Threat Response, Large Data Center Operational Support, Carrier Network Application Support.
- Signaling tool experience is a must (signaling network knowledge and trace tools experience),
- Deep technical knowledge on SS7, SIGTRAN, SIP and Diameter protocol.
- Splunk, Business Object and other relevant analytics tools
- Proven analytical and problem-solving skills are mandatory, with demonstrated customer service focus
- Demonstrated experience on 3GPP IMS network
- Superior communication and interpersonal skills are required
- Ability to work in a high pressure 7/24/365 operational role, in a fast-paced, dynamic environment with changing priorities
- English and French working environment.
- Automation skills would be a great asset.

**Other Information**:
Special Condition: Flexibility to work shifts, including weekends and holidays, 24/7/365, on call responsibilities and availability to work overtime, when required.

**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, inclu

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