Major Incident Manager

at  Rogers Communications

Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast. If you are interested in being a part of this, consider applying for the following opportunity:
The Major Incident Management team is the central team to provide support, guidance and leadership during Major Incidents across Network or IT.
This role is critical to ensure positive outcomes including timely engagement of resources needed to resolve issues, prompt and accurate communications to stakeholders who need to be aware of Major Incidents. Control and guidance on Incident Bridges to ensure an orderly and methodical approach to issue investigation and resolution is taken. This role is critical to deliver on targets for Mean Time to Restore and ensure ongoing improvements in reduction to Customer Impact Hours.

• Drive and manage major incidents to resolution reducing incident MTTR and improving customers’ experience.
• Engagement and liasing of the appropriate technical stakeholders/leads ensuring the fastest possible resolution and lowest customer impact.
• Assessment of impacts to the organization and ultimate decision maker of priority as defined in the IM Policy
• Communicates with all relevant stakeholders (including executives), to ensure the right level of information is known by the right people in the organization.
• Monitor Incident TTR and escalate if exceedingly SLA as defined in IM Policy
• Opening Incident bridges, guiding troubleshooting and resolution steps.
• Capturing required information, filling out notification templates, translating technical language to easy-to-understand terms, selecting appropriate audience.
• Capturing required information, completing post incident summaries, translating technical language to easy-to-understand terms.
• Capture required Incident details and resolution steps and documenting them into playbook format for future use.
• As the Rogers environment is large, multi-site, and highly complex, the role is based on a 24x7 shift work schedule, requiring coverage 365 days a year.