Incident Manager

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:

Rogers Communications is seeking an Incident Manager to drive the Major Incident Management function within Rogers Business – Customer Service Operations team. Reporting to the Sr. Manager, Performance Management, this role is part of a fully dedicated team of professionals who are responsible for the efficient delivery of Incident Management policies and customer satisfaction are maintained in accordance with our SLAs within a 24/7 environment.

What you will do:

• Responsible for maintaining the Incident Management processes.
• Acts as the incident owner and provides leadership during major incidents.
• Ensure that escalation management for all major incidents within Wireline, Wirelines, SMB and RDC are in line with Rogers Business Customer experience and expectations during the incident life cycle.
• Acts as the point of contact and escalation for customers, service managers, and account management teams.
• Ensures compliance with Incident Management processes to ensure effective Incident Management, tracking, escalation, and timely resolution for all customer issues.
• Influence strategies to ensure that targeted restoration metrics for all Rogers Business products and services are met.
• Assesses impact and progress during major incidents to ensure appropriate remediation activities and resourcing is being applied.
• Enhance, develop, and amend department strategies and objectives to align with corporate goals and direction.
• Actively manage, monitor, and drive resolution of tickets breaching SLA
• Ensure alignment with ITIL v4 and other industry best practices and methodologies.
• Provide guidance on Incident Management to all support staff and assist in their training and knowledge development
• Establish and maintain management reporting on incidents and escalations.
• Some flexible hours of work may be required.

What you will bring:

• Major Incident Response experience
• Demonstrated ability and commitment to providing superior support to both external and internal customers.
• Experience in the Telecommunications industry or an Equivalent degree from Post-Secondary School
• Understanding of network fundamentals, IP transport and fiber networks, and project lifecycle within telecommunications
• Proven customer management skills
• Ability to manage multiple priorities, proven time management skills.
• Innovation skills
• Excellent communication skills (written and verbal)
• Ability to effectively communicate technical concepts to non-technical clients/partners is of significant importance, specifically at senior management level.
• Influencing others, negotiating and not being afraid to hold those accountable for quality and meeting the requirements for Incident Management
• Self-motivated with the ability to take initiative in identifying and resolving problems independently.
• Organized with an aptitude for coordination of initiatives across many teams
• Strong background working through incidents impacting critical services and/or applications
• Excellent skills with Microsoft Office (Word, Excel, PowerPoint)
• Customer Service excellence.
• Resolves problems independently and/or through a support team.
• Be able to make a decision under pressure and present factual arguments for further discussion
• Experience with ITIL methodologies and industry best practices
• Minimum Five years of telecommunications experience is required.

Nice-to-Have Skills:

• Bilingual (French/English)
• Knowledge of Wireless network technologies

Schedule: Full time
Shift: Rotating
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 245663

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: Customer Experience