Operation Mgr

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:
**Operations Mgr. - SGI/SS Ordering**

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrates a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently.

**Who we are**:
**What you will do..**
- Deliver an incident management capability that always have service availability top of mind. Drives towards automation in delivering resilient and self-correcting systems.
- Determine staffing requirements / task allocations, selection of team members; direct, motivate and develop staff, encouraging individual contribution, improvement within Rogers values and teamwork.
- Maintain systems integrity, compliance, and security through controls on High Availability, Capacity, Patching, SOX/PCI adherence, and Vulnerability Management.
- Attain, improve, and report operational KPI’s and SLAs on system performance.
- Create and maintain strong operational acceptance discipline for new (SDM re-platform) and existing ordering and billing platform.
- Builds understanding of industry trends and contributes to the implementation of standards and practices for areas of domain expertise.
- Provides operational governance by implementing IT best practices and continuous improvement methodologies.
- Effective monitoring and alerting solutions that can be pre-emptive in detecting and resolving issues. Have a workforce that is always looking at automated parsing of logs to detect issues before they can result in an outage
- Driving out appropriate level of reporting for customers on the services being provided and effective reporting at the leadership level providing a comprehensive dashboard on the services being provided and the status of these services
- Ensure compliance that all process execution is in line with Rogers’s policies and procedures and there is no compromise to the security of the platform and customer data.
- Ensure all support and operations processes are clearly documented, communicated, and understood to deliver a consistent high quality of service and reliability to our customers.
- Manage partnerships with external vendors and accountabilities from those vendors to Rogers
- Proactively engage with all areas of the organization to identify interdependencies, mutually beneficial goals, and opportunities for improving the ecosystem
- Build trust and influence collaboration via all engagement channels.
- Support financial objectives via controlled operational expenditure and effective resource management.
**What you bring..**
- Bachelor’s degree in Computer Science, Engineering or any combination of education and experience, which would provide an equivalent background.
- 5+ years of professional Operational Management experience managing medium to large scale environments and complexity.
- 3+ years of leadership experience in customer-centric organizations
- 3+ years’ experience in implementing projects using waterfall, agile, hybrid methodologies
- Deep technical expertise and strong problem-solving and data analysis skills
The ability to handle multiple competing priorities in a fast-paced environment
- Strong business acumen
- Experience working with outsourced and offshore teams
- Telecom industry experience is preferred
- Excellent verbal and written communication skills with the ability to present complex technical information clearly and concisely to a variety of audiences
- Mainframe and.Net knowledge/experience will be nice to have.
**As a condition of hire, all new employees will be required t