Senior Production Support Analyst

4 weeks ago

Brampton, Ontario, Canada Rogers Communications Full time
Job Title: Senior Production Support Analyst

We are seeking a highly skilled Senior Production Support Analyst to join our team at Rogers Communications. As a key member of our IT team, you will be responsible for providing application support for our Provisioning platform, including Oracle Order and Service Management, Oracle ASAP, and Unified Inventory Management.

Key Responsibilities:
  • Provide application support for Provisioning platform, including troubleshooting and resolving incidents
  • Join technical bridges to help troubleshoot high-priority incidents
  • Initiate and implement timely changes to address operational gaps and root cause fixes
  • Monitor applications, Unix servers, WebLogic, Oracle DB, and transaction monitoring to ensure high availability
  • Participate in on-call rotation and 24/7 on-call support for production issues/incidents
  • Develop automation solutions for validations and routine operational activities
  • Monitor applications using Oracle Enterprise Manager and Dynatrace
  • Deploy and handle upgrades for OSM/ASAP/UIM and Provisioning applications
  • Troubleshoot and resolve incidents/service requests with defined SLAs
  • Lead root cause analysis investigations for high-priority incidents and ensure permanent remediation
  • Provide 24/7 application monitoring and support based on best practices and industry standards
  • Perform change management and release management tasks to deploy patches and new versions to production
  • Perform pre- and post-validation for production changes initiated/owned by other ITS teams
Requirements:
  • Degree in Computer Science, Information Systems, Telecommunications Technology, or related field preferred
  • Strong knowledge in WebLogic, Unix, Oracle DB, SQL/PLSQL, Networking, and Debug/Troubleshoot skills
  • Added advantage to have experience in Oracle Order and Service Management, Oracle ASAP, Unified Inventory Management applications
  • Knowledge in shell scripting and ability to develop/implement automation
  • Able to investigate logs, find root cause of issues, and come up with fix/resolution details
  • Familiar with application monitoring tools like HP Diagnostic, Dynatrace, and SiteScope
  • Able to perform application deployment, upgrades, and WebLogic patch upgrades
  • Effective communication skills; verbal, non-verbal, and written
  • Effective working relationships with all functional units of the organization; ability to work as part of a cross-cultural team
  • Excellent interpersonal skills in areas such as teamwork, facilitation, and negotiation
What We Offer:
  • Competitive salary and annual bonus
  • Competitive and flexible health and dental benefits, pension plan, RRSP, TFSA, and stock matching programs
  • Discounts on Rogers services and Blue Jays tickets, TSC items, and wireless accessories
  • Paid time off for volunteering
  • Company matching contributions to charities you support
  • Growth and development opportunities, including self-driven career development programs and priority in applying to internal roles
  • Wellness programs, including Homewood employee and family assistance program, cognitive behavioral therapy, and virtual therapy sessions
  • Low or no-cost fitness membership with access to virtual classes
  • Commitment to environmental protection and diversity and inclusion

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