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About the Role

Lead the shift-based support team responsible for monitoring all Media platforms and applications, including the Media Network, to ensure Rogers Sports and Media content reaches customers.

Responsibilities

• Communicate the status of network incidents or problems affecting customer experience, including engagement with Executives and dissemination of root cause analyses.
• Enable the team with best-in-breed tools for Tier I & Tier II support, including incident and event management, triage, isolation, and escalation.
• Train and support the operations team on new and existing systems.
• Collaborate with Media Technology and Operations peers to establish a continuous improvement feedback loop for the monitoring environment.
• Empower the team to become proficient subject matter experts in the modern Broadcast environment.
• Take ownership of data management, ensuring all documentation and inventory is up to date.
• Champion cross-functional collaboration to support workflow dependencies.
• Validate and execute physical and logical changes to the national network, including upgrades and new endpoints.
• Monitor and oversee the successful delivery of RSM content across all platforms to customers.
• Cultivate a positive culture that enhances the talent, diversity, and wellness of the team.

Requirements

• Proficient in a combined Broadcast and IT network Routing & Switching skillset.
• Extensive experience working in a Network Operations Centre and/or Service Assurance capacity.
• Brilliant communication and interpersonal skills for dealing with diverse individuals at all levels.
• Detail-oriented and able to prioritize under pressure.
• Proven analytical and problem-solving skills.
• Ability to work calmly, confidently, and keenly in a fast-paced environment.
• Ability to interact across various cross-functional teams within the organization.
• Must be able to manage shift duties and procedures accurately and consistently in a 24-hour mission-critical broadcast environment.
• Must clear a criminal background check.
• A credit check and drivers abstract may be required depending on the role.

Skills

• Network Monitoring
• Incident Management
• Event Management
• Problem Management
• Broadcast Environment Expertise
• Data Management
• Workflow Dependencies
• Network Changes and Upgrades
• Content Delivery Monitoring
• Routing & Switching

Location

• 1 Mount Pleasant (083), Toronto, ON

Work Type

• Full time
• Onsite

Experience Level

• Senior Manager

Benefits

• Competitive & flexible health and dental benefits
• Pension plan
• RRSP
• TFSA
• Stock matching programs
• Up to 50% off Rogers Services
• Up to 50% off Blue Jays Tickets
• 25% off TSC items
• 20% discount on all wireless accessories
• Paid time off for volunteering
• Company matching contributions to charities
• My Path: self-driven career development program
• Rogers First: priority in applying to internal roles
• Homewood employee & family assistance program
• Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
• Low or no-cost fitness membership with access to virtual classes

About the Company

• Rogers Sports & Media reaches 30 million Canadians monthly, shaping the future of sports, news, e-commerce, and entertainment.
• We value creativity, innovation, and collaboration.
• We are committed to environmental protection.
• We have a strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups.

Equal Opportunity

• We believe that in-person connection strengthens our culture and drives industry-leading performance.
• 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 embrace our diversity, celebrate our different perspectives, and work 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!