Sr. Manager, Media Support Services - Rogers, Toronto

About this opportunity

Are you ready to take your career to new heights and be a part of a dynamic team at Rogers Sports & Media? We believe in creativity, innovation, and collaboration in everything we do, and we are looking for people who share this mindset to join us. With a monthly reach of 30 million Canadians, you can help shape the future of sports, news, e-commerce, and entertainment. At Rogers, we value diversity and inclusivity and believe that every voice matters. Join us today and be a part of a team that is redefining the future of media.

We are 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.

Day-to-day

• Communicate the status of network incidents or problems which are affecting or putting at risk the overall customer experience, including 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.

Skills and experience

• 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.

Perks and benefits

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:

• 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 including My Path self-driven career development program and Rogers First priority in applying to internal roles of interest.
• Wellness Programs including Homewood employee & family assistance program, Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions, and low or no-cost fitness membership with access to virtual classes.