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We are committed to connecting Canadians through unique partnerships, our world-class network and content Canadians love—and our innovative team is growing. We are looking for dedicated team members to join our Corporate team who have a genuine passion for making positive impacts on customers and the communities where we live and work. We have a variety of business units with exciting and meaningful work waiting for you, including Communications, HR, Legal and Corporate Affairs, Supply Chain, Finance, and Real Estate. If you are considering your next step, we have exciting opportunities waiting for you. Come build a rewarding career at Rogers and be a driving force behind our success story!

As part of a critical team providing 24/7/365 support, the Senior Operations Analyst delivers the highest level of customer service by adhering to internal policies and procedures. The Operations Centre is the primary point of contact for all Rogers Data Centre monitoring and alerting services for a wide range of industry standard tools.

The role requires a focus on triaging alerts from mechanical, network and internal IT infrastructure, looking for trends as part of incident and problem management and working with internal teams to ensure all products and services are configured and reporting correctly. The Senior Operations Analyst takes a lead role on all major event management incidents, responsible for coordination, escalation and communication during an event. The Senior Operations Analyst is also expected to be highly proficient in Windows Server OS with a deep level of knowledge of all applications utilised by the team. Monitoring the server, OS and application state, making approved changes to these systems when required and escalating to Tier III support are also critical elements of this role.

This position reports to the Senior Manager, Network Services

What you'll do:
The position includes, but is not limited to, the following (other duties may be assigned):

• Monitoring environmental conditions, devices and equipment at all DC’s
• Responding to Network, Cloud and Managed Services and Backup Alerts
• Acknowledge alerts/alarms, create work orders and escalate issues to necessary teams to remedy
• Be aware of all alarms and down equipment at sites and the reason for their status
• MACD on monitoring systems; i.e. Environet, PRTG and other/future platforms
• Providing notifications to clients and the service teams (bulletins)
• Responding to phone calls, email and tickets
• Take ownership of incidents, opening communications bridge, creating master tickets, managing and documenting the entire life cycle of the incident to resolution
• Following policies and procedures related to escalations, ticketing and change management
• Ensure previous shifts have completed tasks and complete if necessary
• Active Directory User Account Administration, including password changes, adding and removing users
• Demonstrate a willingness to learn and show a high proficiency with all DCIM software
• Create suites from scratch in Environet. Including adding heat/humidity maps, racks, KPI’s, AlarmSum etc. Familiarity, of a graphics manipulation tool like GIMP is necessary
• Demonstrate knowledge of DCIM tools back end, how it works etc. Set up/modify/move equipment etc.
• Work with other teams to assist with alerting based issues and provide suggestions for improvements
• Strong working knowledge of DC mechanical and network/IT infrastructure
• Create, update and document system processes and tasks
• Ability to design and implement custom summaries and monitoring/alarm points for equipment in Environet
• Design and implement reports in Environet and Synapsense
• Knowledge and ability in Admin3 suite configuration in collaboration with DC team
• Involved in audit activities for Operations Centre Analysts and be an escalation point when necessary
• Chairing the Rogers Data Centre Change Advisory Board (CAB)
• Adhere to all controls and processes to maintain SOC1, SOC2, PCI and ISO 27001 compliance

Competencies:

• Availability and reliability are key competencies for this role above all others
• Shift work and rotations are a standard part of the role
• Demonstrate an above average attention to detail
• Ability to establish and maintain composure during any major incidents
• Excellent organizational and problem-solving abilities
• Strong ability to build rapport with co-workers and clients – team player
• Fluent English and excellent verbal and written communication skills
• Aptitude and willingness to learn, explore, and work on new and developing technologies that are constantly changing for the company

What you'll bring:

• High School diploma with some Post-Secondary Education preferred
• Strong working knowledge of Microsoft Windows/Office
• Operational knowledge of Data Centres both mechanical (power and cooling) and Server/Network
• Operational knowledge of Server/Network interconnectivity
• Good understanding of DCIM systems and how they operate
• Good understanding of network, windows and DCIM troubleshooting (ping, snmpwalk, etc.)
• Customer service experience
• Some VMWare Experience would be beneficial

As part of the recruitment process, the selected candidate will be required to complete a background check which includes a criminal check.

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Schedule: Full time
Shift: Variable
Length of Contract: 12 Months
Work Location: No Address (7830), Calgary, AB
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Information Technology
Requisition ID: 310251

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 do this by embracing our diversity, celebrating our different perspectives, and working 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. 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 Recruitment Process FAQ.

Successful candidates will be required to complete a background check as part of the hiring process.

Posting Notes: Rogers Business