Noc Specialist

**Who we're looking for**:
The network operation center is the customer advocacy headquarters that ensures all Rogers’s services are delivered effectively and efficiently while maintaining the utmost Quality of Service possible. The NOC specialists are technological talented leaders that will be directly involved with proactively minimizing customer service impact. For this, they will utilize automation techniques and tools to reduce operational iterations. In turn, the efficiencies gained will allow the specialist to be engaged in more cutting edge and innovative initiatives such as AI, ML, Cloud, 5G, Edge computing and others.

**What you'll do**:

- To provide Tier 2 & Tier 3 centralized operational support for Rogers Core Networks and Services supporting residential and business customers 24x7x365 in a rotating schedule.
- Accountable for meeting Key Performance Indicator SLA’s for customer impacting incidents.
- Effectively manage and drive incident bridges and perform the incident commander role to drive incidents to resolution and ensure all required resources and engaged and focused.
- Use the network management tools to ensure availability of Rogers Services is maximized by monitoring the network alarms and health of the Network
- Ensure Change and Incident Management policies are enforced and KPI’s are strictly adhered to.
- Monitor change control activities to ensure all planned network events are transparent as possible to the end customer.
- Act as an interface to Network Operations Groups, Engineering, 3rd Party Carriers, Partners and Customer Facing Groups.
- Perform disaster recovery/pre-plan implementation.
- Assist in the implementation and testing of new services and platforms and ensure successful completion of assigned projects.
- Take action to resolve incidents, utilizing Method of Restore instructions
- Documentation of process, procedures, training and dispatch guidelines

**What you bring**:

- Engineering Degree/Diploma or equivalent work experience preferred.
- Five years of experience minimum with Telecommunication Technologies or New Graduates with a Degree/Diploma in a related discipline
- Experienced-based diagnostic, analytical and troubleshooting skills are a must
- Strong working knowledge of one or more of the following: IPTV Networks and Technologies, Cable Broadcast and Digital Video Fundamentals, Cable/Video architecture, Video Streaming Protocols, OTT Applications, IP Core Networks including Routing and Switching Protocols
- Experience supporting network devices such as CDN, IPTV Encoding, MPEG 4, QAM/QPSK Modulation, Video Resolution Types, Juniper/Cisco/Nokia routers and switches, DNS/DHCP, vCCAP
- Demonstrated working level with programming languages including Java, Python, C, Bash, SQL and Shell to review/approve/create operational scripts required for day to day functions
- Comprehensive knowledge of Virtualisation and Virtual Machines (VM), Cloud Computing and Automation, Robotics and AI, Network Function Virtualization (NFV)
- Excellent Incident Management abilities with focus on communication and driving incidents to resolution.
- Self-motivated and highly accountable with the ability to take initiative in identifying and resolving problems independently
- Ability to work in a fast paced, dynamic environment with multiple and changing priorities with attention to work quality and efficiency.
- Core Competencies: Accountability; Communication; Customer Focus; Innovation; Teamwork, Leadership
- Ability to understand and adhere to Rogers’ processes and procedures, including Health and Safety.
- Bilingualism (English/French/Other) would be an asset.

**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:

- My Path: self-driven career development 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