Technical Specialist Headend Operations

6 days ago

Toronto, Canada Rogers Communications Full time

Our Digital & Technology team wakes up every day with one goal in mind - to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month.

We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved communities from coast-to-coast-to-coast; build and enhance our fixed broadband network to provide high-speed Internet, TV and Smart Home Monitoring; and support our world class wireless network, offering our customers Canada’s largest and most reliable 5G network. As the Digital & Technology team, we are building our tomorrow, today.

Come play a key role in building the future of innovation in Canada, Let’s make your possible.

Do you enjoy working on high-scale, complex, and high visibility projects and programs? If yes, consider the following opportunity:
Technical Operations has an exciting opportunity for you if you are striving to work in a motivating, dynamic, fast-paced environment as a **Technical Specialist Headend Operations**.** **We are looking for a responsible and passionate individual who will support the National Headend Operations team. This is your chance to demonstrate your skills and competencies in a rapidly changing equal opportunity environment. We look forward to meeting with you and helping you succeed in this opportunity.

Supporting all channels your accountabilities will include:

- Lead the development and continuous improvement of, and compliance of headend-related processes and procedures for Incident Management, Change Management, Problem Management, Preventive Maintenance, Operational Acceptance, Spares Management, and Security.
- Identify opportunities and drive improvements in reducing MTTR, to improve customer experience or reduce waste.
- Work with other departments such as Technology, Engineering, Planning, NOC, Platform, and others to participate in or initiate cross-functional team initiatives to drive continuous improvements.
- Identify chronic headend issues and drive the root cause analysis then resolution by working with the Platform teams and vendors as required.
- Work with Equipment Engineering and Network Implementation to evolve the headed equipment and/or installation standards and ensure compliance with the standards.
- Ensure the required documentation and tools to effectively support the existing services, equipment, and facilities are available and updated as required.
- Establish headend training and test equipment requirements, identify gaps, and develop a plan to address the gaps to effectively support existing services and technologies including a training plan and maintaining a job aid for new hires.
- Identify the requirements for tools, test equipment, training, spares, and standards for new services and technology introduction.
- Assisting in the preparation and managing of operating and capital budgets.
- Monitoring all key network performance metrics and objectives as assigned under Performance, Finance, Customer Focus, and Process platforms.
- Build an understanding of industry trends and contribute to the implementation of standards and practices for areas of domain expertise.
- Prepare impactful presentations on products and solutions and present them in front of internal and external partners.

**What you will bring**:

- Cable industry experience is required.
- Knowledge of Cable Labs, CSA, and utility standards is required.
- Technical Writing Experience is required.
- Knowledge of RF and fiber optic architecture and the maintenance processes.
- Strong organizational, communication, and presentation skills.
- Demonstrated ability to manage multiple projects and work streams.
- Deep technical expertise and strong problem-solving and data analysis skills.
- Excellent verbal and written communication skills with the ability to deliver complex technical information clearly and concisely to a variety of audiences.
- General understanding of the company’s overall business operations and products.
- Quality Management designation or a commitment to quality performance and teamwork across multiple disciplines.
- Project Manager designation or you are detail-oriented with an aptitude for tracking progress across many disciplines.
- Program Manager designation or demonstrated leadership skills in strategy and planning.
- An agile mindset supporting an agile working environment.
- Post-Secondary education preferably in a technical or engineering discipline required.
- 6 - 10 years of experience required.

**Schedule**: Full time

**Shift**: No Selection

**Length of Contract**: Not Applicable (Regular Position)

**Work Location**:7810 Keele Street (906), Concord, ON

**Travel Requirements**: Up to 10%

**Posting Category/Function**:Technology & Engineering

**Requisition ID**: 285030

**Together, we'll make more possible, and these six shared values guide and define our work**:

- Our people ar

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