Service Specialist

Service 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:

Job Title: Operations Roaming Services (grade 5)
Location: Brampton, Rogers Park & Montreal, QC
Posting Title: Roaming Operations
Reports to: Manager Roaming Operations

Operations Roaming Services and Signaling Specialists are part of a leading edge team that is responsible for keeping and extending the national and international Roaming footprint, in order to deliver excellence to our customers.

Who we’re looking for:
Reporting to the Manager of Roaming Operations, the candidate 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.
• 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.
• 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.

What you’ll do:

• Managing international roaming service tickets, troubleshooting, issues and customer care resolution.
• Managing 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.
• 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.
• English and French working environment.
• 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.
• Automation skills would be a great asset.

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

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.
• Rogers First: priority in applying to internal roles of interest.

Wellness Programs:

• Homewood employee & family assistance program o 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.

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: No Selection
Work Location: 8200 Dixie Rd (341), Brampton, ON
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Engineering
Requisition ID: 312395

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. 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 by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. You matter to us! For any questions, please visit the Recruitment Process FAQ.

Posting Notes: Technology