Syndicated Service Reliability Specialist

**What you’ll do**:

- Support the existing residential wireline portfolio of services and roadmap, including new CPE, Wi-Fi evolution, and all new residential internet, video, and Self Protect products and features.
- Leverage data to drive decisions and improve service reliability and performance.
- Collaborate with cross-functional teams and vendors to shorten the time to detect and resolve customer-impacting events.
- Focus on improving the customer experience and safeguarding the Rogers brand.
- Develop and implement DevOps best practices for incident, release, and change management.
- Utilize historical incident data to inform and optimize firmware lifecycle management.
- Identify and implement process and tool improvements to drive measurable improvements in service reliability and performance metrics.

**What you bring**:

- Experience in a similar operational role, preferably in the video and internet telecommunications services industry.
- Experience with residential customer premise device (CPE) technology including DOCSIS 3 and 4 access network technology, residential gateway modems, routers and GPON/Fiber to the Home ONT devices.
- Strong understanding of residential Wi-Fi deployments, troubleshooting and standards including Wi-Fi 6( IEEE 802.11ax) and Wi-Fi 7(IEEE 802.11be).
- Understanding of incident, release, and change management processes, with a continuous learning and improvement mindset.
- Strong troubleshooting, support, and analytical skills to identify trends, patterns, and anomalies in data, maintaining composure under pressure.
- Ability to work effectively in a fast-paced, dynamic environment, collaborating with internal teams, cross-functional team members, vendors, and partners at various management levels.
- Proficiency in analyzing complex data sets, manipulating and transforming large datasets, and deriving actionable insights to support data-driven decision-making.
- Familiar with operational tools such as Remedy, ServiceNow, Splunk, and Azure Databricks, including experience with SQL and Python scripting.
- Experience with data visualization tools like Power BI (preferred), Tableau, or similar platforms, and creating compelling visualizations and dashboards.
- Familiarity with cloud platforms like Azure (preferred), AWS, or Google Cloud for data storage and processing.
- Strong skills in statistical analysis, including hypothesis testing, regression analysis, and inferential statistics.

**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**:

- Relish 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**:
**Wellness Programs**:

- Homewood employee & family assistance program
- Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions o 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 o 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.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON
Travel Requirements: None
Background Check(s) Required: Criminal Record and Credit Check
Posting Category/Function: Technology & Engineering
Requisition ID: 328246
- To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite a minimum of four (4) days per week starting October 6, 2025, increasing to five (5) days per week effective February 2, 2026. We believe that in-person connection strengthens our culture and drives industry-leading performance._

Posting Notes: Technology