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Rogers Manager, NSC in Toronto, Ontario

Manager, NSC

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuels us, and moments define us.

End to End is one of Canada’s leading providers of managed network and security infrastructure services. In this role, the candidate will be a key member of End to End Networks management team.

The NSC Manager will be responsible for overseeing the day to day operational functions of the National Support Centre team. The role includes direct supervisory management of the NSC analysts, Tier2 and Tier3 from a customer service, technical, and career development perspective. The NSC Manager will be responsible for ensuring that the NSC support team delivers at, or otherwise achieves all performance metrics defined for End to End managed services products and service level agreements for managed services clients. The NSC Manager will serve as the escalation point for all Managed Services customer service issues.

What you''ll do:

  • Lead overall work efforts performed by the NSC team during their assigned shifts.

  • Provide Network and operational support for mission critical systems 24X7.

  • Serves as the subject matter expert and internal escalation point for team members 24X7.

  • Own and manage NSC incidents from inception through resolution.

  • Escalate incidents to core support teams.

  • Proactively communicate customer service issues to the management team.

  • Assist NSC employees in meeting any performance goals.

  • Supports a culture of quality by ensuring the team follows documented procedures.

  • Provides feedback on improvement opportunities.

  • Assists in maintenance of knowledge-based documentation.

  • Identifies training needs for individuals within the team.

  • Enters tickets accurately and with full details immediately into the system for new issues, requests and alerts. Updates existing tickets in a timely fashion in accordance with SLAs.

  • Be a strong advocate in driving positive improvements in our core processes for change, incident and problem management with additional input in support of improving monitoring capabilities and proactive support with customers.

  • Ensure proper oversight, management and monitoring of security and availability activities.

What you will bring:

  • +5 years of supervisory experience within IT Infrastructure.

  • Experience within a 24x7 environment.

  • Strong people skills in communicating with peers and downstream technical teams.

  • Ability to make recommendations on how to improve process based on data analysis.

  • Must be able to think strategically, act tactically, deal effectively with competing priorities and deadlines, and be able to handle multiple tasks in a fast-paced environment.

  • Experience with enterprise-class Infrastructure environments.

  • Able to prioritize and execute tasks in a high-pressure environment.

  • Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities.

  • Excellent written and verbal communication skills

  • Strong analytical skills.

  • Strong organization skills.

  • Strong customer service orientation is a must.

  • Experience working in a team-oriented, collaborative environment

  • University degree or college diploma.

Schedule: Full time

Shift: Day

Length of Contract: No Selection

Work Location: 1 - 210 Cochrane DR(7735), Markham, ON

Travel Requirements: Up to 10%

Posting Category/Function: Marketing & Product Management

Requisition ID: 277147

Together, we'll make more possible, and these six shared values guide and define our work:

  1. Our people are at the heart of our success

  2. Our customers come first. They inspire everything we do

  3. We do what’s right, each and every day

  4. We believe in the power of new ideas

  5. We work as one team, with one vision

  6. We give back to our communities and protect our environment

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. 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. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ (https://performancemanager4.successfactors.com//RCI/Rogers_Recruitment_FAQ.pdf) .

Posting Notes: Corporate || Canada (CA) || ON || Markham || [[mfield2]] ||


Toronto, ON, CA

Being a Rogers team member comes with some great perks & benefits including:

· Health & well-being benefits

· Donation matching

· Paid time off for volunteering

· Wealth Accumulation including: Pension plan & Employee stock options

· Generous employee discounts

· Leadership development, Mentorship, and Coaching programs

*available for full-time and part-time permanent employees, some restrictions apply

Looking for career guidance and inspiration?

Catch up on the latest episodes of For the Love of Work (https://fortheloveofwork.ca/) podcast with Dr. Sonia Kang.

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