Service Specialist

Our Rogers Wireless team is growing We are looking for new team members that are collaborative, digital-first, fast-moving, bold-thinking, and focused on delivering impact in everything they do.

We know our customers rely on us to connect them to their families, friends, and what matters most. Through our three wireless brands - Rogers, Fido, and chatr - we are proud to offer Canadians value and choice on a variety of plans. As the market leader in 5G for both coverage and reliability and with our world class network that offers wireless connectivity from coast-to-coast-to-coast, we are paving the way for the future of innovation, providing the framework for new possibilities so that what’s impossible today, won’t be tomorrow.

At Rogers, your journey is filled with limitless possibilities; build the future you want with us.
Let’s make your possible.

Are you up for the challenge and the fun? If so, consider the following opportunity:
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. The 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 will do**:

- Managing international/domestic roaming service tickets, troubleshooting, issues and customer care resolution.
- Strong Unix skills including regular management practices on network platforms.
- Strong knowledge of current and evolving Network Management principles, IP networks and protocols, routing, switching (OSPF, BGP, MPLS, VLAN, TCP/IP, UDP).
- 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
- 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 roaming testing involving new upcoming technologies.
- 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**:

- Efficient in Python, shell scripting and programming languages
- Ability to automate regular tasks, reporting, KPI monitoring etc.
- 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 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
- Bilingualism : A good knowledge of English is necessary as this role requires regular communication in English with customers and/or team members in other provinces.

Special Condition: Flexibility to work shifts, including weekends and holi