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New Job Manager Operations Centre In Alberta

Manager Operations Centre
Manager Operations Centre

Manager Operations Centre

Company : Rogers Communications
Salary : Details not provided
Location : Alberta

Full Description

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:

Reporting to the Director, Platforms and Cloud Operations, the Manager Operations Centre has accountability for managing a team of Operations Centre technicians in a 24x7x365 environment, The Operations Centre provides first line support monitoring and triaging alerts generated by Rogers Data Centre Infrastructure nationally and leading communications with key stakeholders during incidents. The team also manage service requests and facilitate resolution of incidents through collaboration with Data Centre Technicians and other RDC Managers.

The team also has accountability for the management and maintenance of all event management tools and security platforms, liaising with other subject matter expects who work day-to-day to administer these environments. Understanding complex technical configuration and maintenance of monitoring tools is essential, as well as triaging colocation alerts and events through collaboration with other Rogers teams and stakeholders.

The role requires the manager to provide technology leadership and guidance for projects leveraging existing and emerging network technologies within the RDC organization whilst co-ordinating day-to-day operations. The manager ensures active team participation in change, security and risk management programs as part of the organisation’s compliance requirements.

What you'll be doing:

  • Supervise an Operations Centre Team through teaching and mentoring staff
  • Assign and manage the work-load of shift personnel
  • Measure and monitor service performance quality standards to ensure alignment with contractual service level agreements and provide formal supervisory responsibility (interviewing, hiring, terminating, and performance management) and have accountability for team performance
  • Ensure that Operations Centre Technicians are working through issues as efficiently and accurately as possible
  • Manage the creation and maintenance of all Operations Centre related documentation
  • Identify areas for process and efficiency improvement within the Operations Centre; recommend prioritized enhancements and oversee implementation
  • Provide timely escalations and notifications based on established escalation hierarchy
  • Handle trouble calls and work closely with facilities, technicians, and colo. service providers to resolve service issues
  • Validate problem ticket descriptions and perform detailed problem diagnosis; track and update problems in trouble-ticketing system
  • Ensure processes and procedures - e.g. reporting, patches, updates, call handling, - training are in place to support scalable growth
  • Identify improvements to monitoring and tracking tools and work with vendors to implement
  • Work closely with internal stakeholders to understand business needs and proactively determine solutions
  • Perform on-going efficiency initiatives in conjunction with operational personnel

What you will bring:

  • 5+ years network service operations experience
  • 2+ years supervisory and management experience
  • Strong leadership skills and demonstrated ability to lead by example at all times
  • Strong knowledge of IP fundamentals and web-based technologies
  • Experience with networks and networking protocols; servers, storage, routers, switches, firewalls, etc.
  • LAN, WAN, applications troubleshooting skills and a solid understanding of network security
  • Knowledge of Data Centre Operations
  • Excellent ability to manage, lead and mentor a team for optimum results
  • Strong problem-solving skills, and ability to adapt and think creatively when proposing solutions
  • Strong analytical skills and motivation, together with the ability to multi-task
  • Ability to interface well with clients and supplier personnel
  • Strong verbal and written skills
  • Able to work efficiently and effectively with external and internal groups
  • Time management and organizational skills
  • Strong operations and technology acumen
  • Demonstrated ability to manage multiple priorities under tight deadlines
  • Proven ability to communicate clearly, both orally and verbally, with peers and supervisors
  • Proven analytical and problem-solving skills
  • Advanced knowledge of business/organization, industry best practices, infrastructure, architecture and technology within areas of responsibility.
  • Positive attitude with a desire to constantly improve.
  • 24x7 availability, as needed

Education / Certification

Post-graduate degree with courses in computer engineering, computer science, system engineering, software architecture or equivalent experience.
Professional certification in the area of data center network is preferred.
Familiarity with ITIL best practices. ITIL Foundation Certification is preferred.

As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19. Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.

Please click
here to review conditions that may qualify for medical exemption to the COVID-19 vaccine.

Schedule: Full time
Shift: Day
Length of Contract: No Selection
Work Location: Remote, Remote, Remote
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Information Technology
Requisition ID: 274088

Together, we'll make more possible, and these six shared values guide and define our work:

  • Our people are at the heart of our success
  • Our customers come first. They inspire everything we do
  • We do what’s right, each and every day
  • We believe in the power of new ideas
  • We work as one team, with one vision
  • We give back to our communities and protect our environment

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.

Posting Notes: Corporate