Sr. Incident, Release, & Change Specialist

Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast. If you are interested in being a part of this, consider applying for the following opportunity:

We are seeking a highly skilled and motivated Senior Incident, Release, & Change Specialist to join the Syndication Incident, Release, & Change team.

In this role, you will be responsible for Tier 4 incident management, release management, and change management for our video, internet, home phone, and smart home services.

Your primary areas responsibility will include:

• Incident Management: Collaborate with cross-functional teams to detect and resolve customer-impacting events promptly, ensuring minimal disruption to services. Represent the findings in blameless post-mortems to ensure avoidable incidents are prevented from reoccurrence.
• Release Management: Support the release of new CPE firmware, leveraging data-driven techniques to assess and mitigate risk of the firmware lifecycle.
• Change Management: Support managing changes by assessing and mitigating risk. Leverage test automation capabilities to ensure smooth and effective implementations are completed with pre and post check validation.
  

What you’ll do:

• Leverage data to drive decisions and improve service reliability and performance.
• Collaborate with cross-functional teams and vendors to shorten the time to detect and resolve customer-impacting events.
• Focus on improving the customer experience and safeguarding the Rogers brand.
• Develop and implement DevOps best practices for incident, release, and change management.
• Utilize historical incident data to inform and optimize firmware lifecycle management.
• Identify and implement process and tool improvements to drive measurable improvements in service reliability and performance metrics.

What you bring:

• Proven experience in a similar role, preferably in the video and internet services industry.
• Strong understanding of incident, release, and change management processes, with a continuous learning and improvement mindset.
• Exceptional troubleshooting, support, and analytical skills to identify trends, patterns, and anomalies in data, maintaining composure under pressure.
• Ability to work effectively in a fast-paced, dynamic environment, collaborating with internal teams, cross-functional team members, vendors, and partners at various management levels.
• Proficiency in analyzing complex data sets, manipulating and transforming large datasets, and deriving actionable insights to support data-driven decision-making.
• Highly skilled in and experienced with Remedy, ServiceNow, Splunk, and Azure Databricks, including strong SQL and Python.
• Experience with data visualization tools like Power BI (preferred), Tableau, or similar platforms, and creating compelling visualizations and dashboards.
• Familiarity with cloud platforms like Azure (preferred), AWS, or Google Cloud for data storage and processing.
• Strong skills in statistical analysis, including hypothesis testing, regression analysis, and inferential statistics.

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:
  • Self-driven career development programs (E.g. MyPath program)
  • Rogers First: priority in applying to internal roles of interest
• 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, and we know what makes us different makes us great.

This is a hybrid work position and will require you to be in office three days per week. You can choose which days in office work best for you!

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON
Travel Requirements: Up to 10%
Background Check(s) Required: Criminal Record and Credit Check
Posting Category/Function: Technology & Quality
Requisition ID: 322919