City : Montreal, QC, CA; Brampton, ON, CA

Category : Engineering

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:

Reporting to the Manager of Roaming and Service Assurance, the Service Specialist based out of our Montreal, QC office, will provide operational support for Rogers current and next generation of roaming services. This includes legacy 2G/3G, prepaid as well as current and future technologies such as LTE, NB-IoT, LTE-M, VoLTE, 5G NSA and 5G SA. The candidate will also support and manage the hardware related roaming platforms in addition to the VoLTE Diameter signaling platforms.

The candidate will provide 24/7/365 on-call support on a rotation basis, for services and platforms provided via a multi-vendor network element infrastructure.

The candidate will be required to work at night outside of regular business hours when required.

This technical support role within Network Management and Operations demands specific skills in understanding and troubleshooting complex service flows. It includes the context of an IMS network in roaming environment and being able to drill down into specific network platforms and elements that may be affecting these critical service flows. The Operations Roaming Services and Signaling masters wireless technologies listed above in both postpaid and prepaid environments. The specialist takes direction from the Senior team members and executes troubleshooting procedures and changes with a high degree of precision.

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

What you will do:

• Managing international/domestic roaming service tickets, troubleshooting, issues and customer care resolution.
• Strong Unix skills including regular management practices on network platforms.
• Management of hardware platforms, including KPIs definition/thresholds, KPI development, KPI collection and real-time monitoring to ensure that service levels are strictly met
• Platform Alarm definition, implementation and management based on hardware, multiple servers and service flows
• Contribute to KPI dashboards creation on both Roaming services and signaling platform side,
• Develop proactive methods and reports in order to ensure best roaming network quality and premium roaming customer experience.
• Bring strong innovation ideas to constantly improve the delivery of roaming services.
• Participate to internal projects and network activities to introduce new network services and features.
• Negotiate and Communicate effectively with third parties and vendors on open cases; participate to regular service reviews.
• Enforce Change management policies, review/approval of Work Orders (eWO) / Method Of Procedures (MOP), execute on Incident, and Problem management
• Strong IP protocol suite knowledge, with an emphasis troubleshooting and threat detection.
• Roaming and wireless platforms infrastructure (especially Ericsson platforms) understanding and associated roaming (both international and domestic) flows
• IREG roaming tests. Interfacing with other international roaming partners and operators, including the completion of IR24, IR25, IR35, IR50, IR32, IR38, IR88 and any other roaming testing involving new upcoming technology.
• Interface mainly with internal Rogers groups, NOC, TAC, roaming business, wholesale, R4B, engineering and technology.
• Assist in the implementation and testing of new services and platforms, including internal activities.
• Demonstrated usage of escalation process.
• Reporting on a daily/weekly/monthly basis.
• Candidates are expected to stay well versed with convergence trends and the challenges that service providers have with common delivery and consumption of content and communications services in a multi-device, multi-access, cloud computing world
• Advanced level SIP knowledge
• Knowledge of ANSI, ETSI, 3GPP and CCITT, GSMA standards

 What you bring:

• A post-secondary degree in Telecommunications or Engineering is required. Candidates with an exceptional track record in large organizations or carrier operational environments will be considered on a case by case basis.
• Efficient in Python, shell scripting and programming languages
• Ability to automate regular tasks, reporting, KPI monitoring etc.
• Working experience in Virtualization and Cloud-native applications.
• Minimum of 2 years working in an international roaming technical environment with roaming operations and support experience at wireless operator level.
• 5+ years telecommunications service provider industry experience at an advanced level.
• Proven experience of supporting wireless platforms, IP based services in a large scale organization deployment as a foundation with at least two of the following technology areas: VOIP networks, Core Wireless Signaling and Switching, SIP Operations, Session Border Control, IP Security Threat Response, Large Data Center Operational Support, Carrier Network Application Support.
• Signaling tool experience is a must (signaling network knowledge and trace tools experience),
• Deep technical knowledge on SS7, SIGTRAN, SIP and Diameter protocol.
• Splunk, Business Object and other relevant analytics tools
• Proven analytical and problem-solving skills are mandatory, with demonstrated customer service focus
• Demonstrated experience on 3GPP IMS network
• Superior communication and interpersonal skills are required
• Ability to work in a high pressure 7/24/365 operational role, in a fast-paced, dynamic environment with changing priorities
• Bilingualism : A good knowledge of English is necessary as this role requires regular communication in English with customers and/or team members in other provinces.​
• A Self-Starter mentality is required for this role, the candidate must be able to learn from informal as well as formal channels (learning as you go, on the job peer training) as many of the concepts and services are still evolving within the industry
• Candidate must possess the “thirst” to seek out answers on their own to problems encountered and must be able to work collaboratively to generate tactical solutions to operational support challenges as necessary

Special Condition: Flexibility to work shifts, including weekends and holidays, 24/7/365, on call responsibilities and availability to work overtime, when required.

Schedule: Full time

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