Incident Manager

Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to allow businesses to operate more efficiently, reduce costs and improve productivity and collaboration. We are looking for team members who have a passion for delivering industry-leading value to customers and businesses in the communities where we live and work, so come build a rewarding career at Rogers and be a driving force behind our success story

Rogers Communications is seeking an Incident Manager to drive the Major Incident Management function within Rogers Business's customer Service Operations team. Reporting to the senior manager, Wireline Service Assurance, this role is part of a fully dedicated team of professionals responsible for the efficient delivery of Incident Management policies and customer satisfaction in accordance with our SLAs within a 24/7 environment.

**What you will be doing**:

- Ensure that escalation management for all major incidents within Wireline, Wireless, and RDC-managed service products aligns with Rogers's Business Customer experience and expectations throughout the incident life cycle.
- Ensure compliance with Incident Management processes to ensure effective Incident Management, tracking, escalation, and timely resolution for all customer issues.
- Influence strategies to meet targeted restoration metrics for all Rogers Business products and services.
- Assess impact and progress during significant incidents to ensure appropriate remediation activities and resourcing are being applied.
- Actively manage, monitor, and drive resolution of tickets breaching SLA.
- Provide guidance on Incident Management to all support staff and assist in their training and knowledge development.
- Establish and maintain management reporting on incidents and escalations.
- Flexible hours of work and on-call rotation required.

**What you'll bring**:

- Demonstrated ability and commitment to superior support to external and internal customers.
- Experience in the Telecommunications industry or an equivalent degree from a post-secondary school with an understanding of network fundamentals.
- Proven customer management skills.
- Ability to manage multiple priorities and proven time management skills.
- Excellent communication skills (written and verbal).
- Ability to effectively communicate technical concepts to non-technical clients/partners, specifically at the senior management level.
- Influencing others, negotiating, and holding those accountable for quality and meeting the requirements for Incident Management.
- Self-motivated with the ability to take initiative in identifying and resolving problems independently.
- Ability to make decisions under pressure and present factual arguments for further discussion.
- Experience with ITIL methodologies and industry best practices.

**Nice-to-Have**:

- Bilingual (French/English).
- Knowledge of the Legacy Shaw network and process.
- Knowledge of Rogers Business Management Services (formally E2E) network and process.

**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
- 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
- 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 office three days per week. In office days are mandated to Tuesday to Thursday.

**If you are selected to move forward in the recruitment process, here is what you can expect**:

- 15-minute phone screen with your recruiter, 1-