Service Specialist

**Messaging & VAS DevOps
- Service Specialist**
Who we’re looking for: We are looking for Service Specialist who will report to the Manager Messaging & VAS DevOps, as part of the End to End Wireless Services group within the Network Engineering Department.
The Service Specialist is responsible for providing technical support for Rogers Messaging platforms and services, focused on delivering industry-leading customer experiences.

**What you’ll do**:
Tasks you will be responsible for or lead include the following:

- Perform maintenance, updates, upgrades, and support for above services, platforms and their evolutions
- Provide rotating 24x7 On-Call support as scheduled
- Support change/corrective/other activities during Maintenance Windows as scheduled
- Conduct analysis of alarms and investigate service affecting conditions without delay
- Work collaboratively with Engineering, Project Management, Product teams, other stakeholders in Rogers and vendors/partners to deliver network changes supporting customer and Rogers’ needs
- Ensure all supported services & platforms are compliant to Rogers Information Security Standards
- Ensure timely completion of all administrative tasks, such as timekeeping, corporate requirements, etc.
- Actively troubleshoot to resolve service or platform issues, working cross-functionally
- Provide inputs to Management for vendor SLAs, performance, and cost-optimization opportunities
- Drive Service Level improvements through Automations, KPI optimization & Operations Modernization
- Mentor and support the Network Operations Centre, Consumer & Enterprise Technical Support, and their staff
- Identify under-utilized, obsolete, redundant hardware, software, and services
- Adopt machine learning & artificial intelligence to drive Operational Excellence
- Continually evaluate your skills and identify growth & personal development opportunities

**What you bring**:

- Self-motivated individual with a high sense of accountability
- Works with integrity - consistent in what is said and done, always the right way
- Fluent in written and spoken English; effectively communicate both, technically and in plain language, as needed
- Works collaboratively and fosters collaboration; builds trust
- A Technical diploma/degree in Telecom or related field or at least 5 years relevant work experience
- Experienced in carrier-grade Cloud-based telecom services or related environments (development or production)
- Solid fundamentals in TCP/IP, networking, and security
- Medium to Advanced level Server (Linux/UNIX, Active Directory) skills
- Medium to Advanced knowledge of leading Hypervisor and/or Container-based virtualization, preferably in telecom
- Experience with VMware, OpenStack, Docker, Containers, Kubernetes, etc.
- Beginner to Medium knowledge of scripting, Powershell, Python, other programming/scripting languages
- Knowledge of telecom & networking industry standard (3GPP/IETF/ITU-T/ANSI) interfaces & protocols
- Takes initiative to identify and resolve issues not yet detected
- Knowledge of Machine Learning & Artificial Intelligence fundamentals relevant to telecom network evolution
- Knowledge of OSS/BSS and tools such as Remedy, Dynatrace, Netscout, NGenius, Splunk, Business Objects, ENIQ, Netstat, BMC Patrol, vCentre, Horizon, Ansible, Kubernetes, CNOM, etc.
- Relishes the opportunity to deliver operational excellence in a high-pressure role
- Treats tough situations as opportunities to deliver great customer & business outcomes

**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**:Enjoy 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**:

- Self-driven career development programs (E.g. MyPath program)

**Wellness Programs**:

- Homewood employee & family assistance program o Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
- 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. This is a hybrid work position and will require you to be in offi