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