Manager Technical Services

At Rogers, the entrepreneurial spirit is part of our DNA. Our Rogers Business teams help foster and grow the Canadian economy by supporting businesses of all sizes. From small to large-scale enterprises, our teams help deliver innovative technology, network services, and a suite of solutions to help them succeed. We offer Canada’s largest and most reliable 5G network for our customers and are proud leaders in wireless private networking and IoT We continuously expand and evolve our networks, invest in new technology capabilities, and invest in our people to serve our business customers and their communities.

Come play a key role in driving the future of business innovation in Canada. We are looking for team members with a passion for delivering industry-leading value to customers and supporting businesses in the communities where we live and work.

Are you up for the challenge? If so, consider the following opportunity:
As part of the Managed IaaS (Infrastructure as a Service) team, the Manager Technical Services is an advanced role who assists the Senior Manager, Managed IaaS to achieve and deliver the overall technical accountabilities of the team and/or Service. Playing a part in the design and architecture of managed infrastructure components and key decision maker for changes pertaining to managed services provided by this team.

Activities and Projects are performed through remote management, via telephone, web conferencing, on site within our Data Centre Facilities, with an occasional requirement for onsite work at client premise. As part of the Managed IaaS Team, you will hold an accountability to proactively manage and maintain customer environments, lead design, and change activities, oversee maintenance schedules, and assist with escalated situations. In addition, you will provide elevated technical support, training and coaching to the Managed IaaS System Administrators, support and service desk teams who provide Tier I and II support to the Managed Services portfolio.

You will also participate in varying information security operations programs, which could include aspects such as, but not limited too; access control processes, risk reviews, security operations audits, and more.

**What you will be doing**:

- Lead MIaaS (Managed Infrastructure as a Service) IT Security Operations initiatives. Including monitoring and tracking of SOC Controls & Audits.
- Lead and monitor MIaaS team projects and initiatives
- Work with product management, service and network platforms, professional services on evaluation and introduction of new services
- Help lead initiatives pertaining to the ongoing maintenance and upkeep of existing managed infrastructure environments
- Provide leadership and guidance to the team, including assistance during escalated customer incidents, events, or requests
- Work alongside management team to ensure team and service deliverables are met
- Adhere to all ITIL policies including; Incident Management, Change Management, Access Management, Security & Compliance
- Support Sales and Solutions Architects to ensure the correct services are being positioned for the customer solution
- Build rapport and a close working relationship with customers, acting as a trusted advisor for the customer during the implementation and support of their Managed Services
- Assist MIaaS team to meet delivery timelines and service order intervals (SOI) for new complex orders
- Evaluate documented processes and analyze trends for ways to improve new service implementation and change management
- Review customer environments for technical recommendations pertaining to risk/capacity/security/best practices
- Assist in the resolution of escalated incidents and service requests
- Provide technical training/coaching to supporting teams, such as Service Desk, Operations Centre, and Customer Care
- Participate in internal projects and work with the Project Management Office on delivery and timelines of internet projects

**What you bring**:

- Technical Requirements_
- Knowledge and experience using Vulnerability and Threat Management system such as Qualys, Tenable, or other
- Knowledge and understanding of industry standard hardening guidelines such as CIS (Center for Internet Security) Benchmarks, across various platforms (Vmware, Microsoft, Linux, NetApp)
- Knowledge and experience conducting and/or actively participating in a lead capacity during Industry Certification Audits (SOC Type II, ISO 27001, PCI)
- Ability to manage and support Linux (CentOS, RHEL) and Windows servers, including routine patching, server builds, general OS support, Active Directory, remote desktop services, terminal services, performance monitoring/remediation (Disk/Memory/CPU/Network)
- Ability to manage, support and design a VMware virtualization environment, including routine patching, server builds, general OS support, storage, networking, and advanced troubleshooting. Specific technologies, vSphere Distributed Switches, vSp