Technical Support Lead

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:
**What you will be doing**:

- Troubleshoot and resolve all incidents/service requests with defined SLA’s. Ensure timely actions and/or engage responsible team for any issues.
- Promptly join the technical bridges to help troubleshoot high priority incidents
- Lead the Root cause analysis investigation for all high priority incidents and ensure permanent remediation is implemented.
- Initiate and implement timely changes to address operational gaps and root cause fixes.
- Perform Change Management and Release Management tasks to deploy patches and new versions to production
- Perform pre and post validation for any production changes initiated/owned by other ITS teams, Network, Infrastructure, and any other technology groups.
- Maintain currency on the technical platform and cybersecurity as per Rogers’ standards by presenting proposals to upgrade and replace outdated required components.
- Keep inventory records and knowledge of all hardware and systems’ technical components, network, and security.
- Work with other ITS teams, vendors, and business partners to identify opportunities to improve operations service continuously.
- Keep excellent communication with vendors and business partners and be the liaison with other ITS teams.
- Assist and support the development team when required and applicable.

**Experience, Education and Qualifications**
- Degree in Computer Science, Information Systems, Telecommunications Technology, or related field preferred.
- 3+ years experience in a lead position for Development, IT production support/IT systems administrator role.
- Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in-group problem solving situations; uses reason even when dealing with emotional topics.
- Interpersonal Skills - Focuses on solving issues, not blaming; maintains confidentiality; listens to others; keeps emotions under control; remains open to others’ ideas and tries new things
- Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs and inquiries; responds to requests for service and assistance; meets commitments.
- Strong oral and written communication, including being clear, informative, and responsive.
- Strong in written and spoken English
- Intermediate Microsoft O365 suite skills required.
- Excellent organizational and analytical skills.

**Technical Skills**
- Strong knowledge of Oracle Database, preferable 19C, J2EE, Web Services, WebLogic products and Angular would be an asset
- Strong knowledge of Apache and Tomcat for both development and support.
- Strong knowledge of Unix, Linux, and Windows platforms.
- Deep knowledge and experience in Unix shell scripting required
- Knowledge and understanding of Networking, load balancing and SSL certification management
- Working knowledge and understanding of Cybersecurity
- Knowledge of ticketing systems like ServiceNow, Jira, Remedy
- Telecom knowledge is a great asset.

**Schedule**: Full time

**Shift**: Day

**Length of Contract**: No Selection

**Work Location**:8200 Dixie Road (101), Brampton, ON

**Travel Requirements**: Up to 10%

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

**Requisition ID**: 280335

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

- Our people are at the heart of our success
- Our customers come first. They inspire everything we do
- We do what’s right, each and every day
- We believe in the power of new ideas
- We work as one team, with one vision
- We give back to our communities and protect our environment

Posting Notes: Digital & Technology