City : Brampton, ON, CA

Category : Coordination

Industry : Telecommunications

Employer : Rogers

Our Digital & Technology team wakes up every day with one goal in mind – to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month.

We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved communities from coast-to-coast-to-coast; build and enhance our fixed broadband network to provide high-speed Internet, TV and Smart Home Monitoring; and support our world class wireless network, offering our customers Canada’s largest and most reliable 5G network. As the Digital & Technology team, we are building our tomorrow, today.

Come play a key role in building the future of innovation in Canada, Let’s make your possible.

Do you enjoy working on high-scale, complex, and high visibility projects and programs?  If yes, consider the following opportunity:

Rogers is seeking Problem Analyst to be accountable for conducting the overall Problem Management processes for the Rogers Technology organization, including the management of in-depth investigations into Technology related problems in order to minimize or prevent future incidents. Reporting to the Senior Manager of Technology Problem Management at the Rogers Park Brampton Campus, you will oversee the lifecycle of the problem records from initiation to closure status in collaboration with the Technology teams.

As part of the recruitment process, successful candidates will be required to complete criminal and credit background checks.

What you will do:
 

• Lead the investigation of Problems, via root cause analysis following major incidents or through proactive trend analysis
• Perform complete and accurate root cause analysis in order to find actionable improvements in processes, methods and engineering design to avoid future recurrences of the same issues.
• Combine analytical skills and business knowledge to analyze incident records to perform and optimize problem root cause analysis
• Coordinate and promote the effective functioning of Problem Management activities across all of the Technology organization (IT/Network).
• Create executive-level RCA reporting with a high attention of detail and accuracy.
• Accountable for leading and guiding the execution of the Problem Management process and acting as a Change leader in the organization
• Establishes and builds a healthy working relationship with Senior and Management level across the Technology organization.
• Assists in the preparation of all Problem Management data for reporting and analytics

What you bring:

• Bachelor's degree in a related field 
• ITIL Foundations Certification required
• Previous Problem Management experience and knowledge of best practices would be an asset
• Demonstrated knowledge of telecommunications network technology, operational processes and service level agreements is an asset
• Knowledge of ITIL/ITSM processes with deep knowledge Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, Release and Deployment Management is an asset
• Excellent Problem Solving skills.
• Strong technical writing skills
• Ability to influence others at all levels of an organization with proven leadership skills.
• Ability to communicate effectively to team members on a regular basis.
• Ability to work across functional areas to drive continuous improvement.
• Ability to work in challenging and ambiguous environments.
• Ability to use data-driven techniques, analyze and interpret data.
• Strong technical writing skills with ability to translate technical information into an executive-level report

• Ability to think outside the box, talk openly and ask tough questions; looking for solutions that put customers first

• Ability to communicate and interface at all levels of the organization – from technician to CTO

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Schedule: Full time