Sr. Technical Support Analyst

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 fuel us, and moments define us.

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

Rogers Communications Inc. is seeking a Technical Support Analyst to support the Media IT application portfolio.  Curious about media technology, exceptional technical expertise, driven and a quick learner, the successful candidate will have well-rounded experience supporting both custom developed and third-party platforms.   The role is within a team responsible for the end-to-end delivery of new technologies or maintenance, enhancement and upgrade of existing.  The portfolio includes Salesforce Sales Cloud, Marketing Cloud, GeoAnalytics, Informatica Middleware, AdSales order management and billing systems.

Responsibilities

• System administration and maintenance
• Customer service excellence for service requests, issue and incident resolution
• Manage through the testing and roll-out of configuration, application release cycle, enhancements and maintenance
• Ensure the stability of operational systems as well as maintain data integrity
• Monitor and evaluate system performance, and report on reliability metrics
• Alert and incident management, triage and troubleshooting within agreed SLAs
• Clear and concise communications on incident status and resolution
• Diligent tracking of incident root cause analysis, identify remediation steps and ensure thorough execution
• Improve on early detection of issues through automation
• Optimize the change and release management processes
• Ensure thorough documentation in the team knowledge base
• Collaborate with project management, infrastructure, security and architecture during design, development and deployment to ensure system reliability and performance
• Perform validation steps in support of infrastructure patching activities
• Required to participate in after hour on-call rotation with team

Skills and Qualifications

• 5+ years of system administration and production support, preferably aligned with the above described application portfolio.  Experience with Salesforce and Informatica Intelligent Cloud Services would be ideal.
• Bachelor of computer science, engineering or related qualification
• Good knowledge of industry standard architectural tools, processes and frameworks
• Familiarity with ITIL best practices and service requirements
• Windows and Linux OS
• Oracle
• SQL server
• Familiarity with programming languages, preferably python, java or bash- scripting and automation
• Solid experience with application monitoring
• Experience with cloud operations would be an asset
• Strong written and verbal skills

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