Sr. Manager, Media Support Services

Rogers Communications•Toronto, ON

7d•Onsite

About The Position

We’re looking for an exceptional candidate to join the Media Technology & Operations department in the role of Senior Manager, Media Support Services. In this role you will 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 our customers.

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 many types of people at all levels in a direct diplomatic way.
Detail-oriented and able to prioritize under pressure.
Proven analytical and problem-solving skills.
Calm, confident and keen to work in a fast-paced environment.
Possess the 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.

Responsibilities

Communicate the status of network incidents or problems which are affecting or putting at risk the overall customer experience. This includes direct engagement with Executives to outline options and recommendations for certain resolutions and disseminate root cause analyses or other recurring dashboard reports.
Enable your team by ensuring they have best-in-breed tools and applications to fulfill their Tier I & Tier II support function for all network Incident and Event (Problem) Management – can identify the problem condition, triage, isolation, dispense appropriate actions to resolve [minor], and escalate [major] issues.
Train and support operations team on new and existing systems.
Actively work with Media Technology and Operations peers to establish a continuous improvement ‘feedback loop’ – with the intent of planning and implementing resolutions to defects or inefficiencies in the monitoring environment.
Empower your team to be proficient, subject matter experts in the ‘modern’ Broadcast environment.
Take ownership of data management and ensure all documentation and inventory is up to date within the facility.
Champion cross-functional collaboration to support workflow dependencies.
Accountable for the validation and execution of physical and logical changes to the national (RAMP) network – including upgrades and addition of new endpoints
Responsible for monitoring and overseeing the successful delivery of RSM content across all platforms to customers, including SN+ and Citytv+.
Strive every day to cultivate a positive culture that enhances the talent, diversity, and wellness of our team.

Benefits

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