Analyst - IT Operations - IT Operations Center

Appertaining to Air Canada is appertaining to a Canadian symbol, Air Canada recently voted best airline in North America. Take off your career by joining our innovative and diversified team at the forefront of passenger air transport.

The successful candidate for the IT Operations Analyst position ensures a secure and reliable technological environment for Air Canada by focusing on troubleshooting and operating tasks to support the Company's essential IT services: core infrastructure, applications, and digital environment. The IT Operations Center team constantly collaborates with the central IT team to find ways to proactively monitor the environment and develop skills to manage crucial activities. It is also a key catalyst for service automation in the IT portfolio.

The successful candidate reports to the Manager - IT Operations.

Responsibilities:

• Act as the primary upper-tier contact point for the service desk and other Air Canada IT teams for any issues related to the technological environment.
• Effectively transmit service-impacting issues to appropriate teams and collaborate with them to ensure issues are resolved as quickly as possible. Perform preliminary problem resolution before escalating to the upper tier. Proactively respond to alerts by making necessary corrections to resolve issues and prevent larger problems from occurring.
• Coordinate tasks for the major incident duty manager. Specifically organize communications and ensure follow-up on troubleshooting measures in the event of a major incident.
• Provide daily support to extended IT support teams by executing documented operating procedures that will optimize the systems environment.
• Ensure monitoring tools are properly adapted and configured to effectively receive proactive alerts.
• Work closely with the IT service management team to identify recurring problems in technical systems and work toward resolving these problems or executing documented procedures to mitigate consequences.
• Work with IT Operations Center Management Systems Analysts, Automation Analysts, and the extended IT team to expand the IT Operations Center service portfolio by documenting design, standard operating procedures, and other value-producing opportunities.
• Formulate recommendations for service improvement plans and ensure measures are implemented to completion in a timely manner.
• Collaborate with internal and third-party teams to ensure measures are taken and completed to protect and improve services.
• Provide support to cybersecurity teams regarding IT certificate management.
• Perform initial investigations and make proactive decisions regarding cloud web portals in accordance with computer security procedures.
• Acquire knowledge of monitoring tools that will be used to monitor Air Canada's IT infrastructure.
• Collaborate with the IT Operations team to investigate and mitigate repetitive IT service incidents.

Qualifications

• University degree or relevant technical certification, or relevant and proportional experience for the position.
• Three to five years of experience in an enterprise IT environment or global network operations center.
• Three to five years of experience in IT monitoring tools (Dynatrace, Splunk, Glassbox, etc.), incidents and major incidents, ITIL process concepts and implementation (incident management, problem management, and change management), IT service management tools and processes, and in a technical operational position under the direction of an application, infrastructure, or network operations support team or as a senior team member in a related department.
• Recent certifications in a related field, such as CCNA, MCSE, AWS, CSP, ITIL, etc.
• Ability to work effectively under pressure, in a constantly evolving environment, or in uncertain conditions.
• Ability to work collaboratively with others on a team and communicate (orally and in writing) effectively at all levels of the company.
• Willingness to satisfy external and internal customers.
• Ability to anticipate the consequences of given situations and take appropriate action to prepare for any eventuality.
• Excellent organizational and troubleshooting skills and a passion for service improvement.
• Demonstrate punctuality and reliability to support the team's overall success in a fast-paced environment.
• This position requires a high level of availability and flexibility, as the incumbent may be required to work shifts. Shift work may include night and weekend shifts, statutory holidays, and on-call work as needed.
• Assets: DevOps, web, and mobile application support; Security+ or other certifications; Linux certifications or experience; storage knowledge and troubleshooting; CCNA networking experience or equivalent; ITIL certification; SolarWinds, Dynatrace, or NetScout certification or comprehensive experience.

Employment Conditions:

Candidates must be eligible to work in the country concerned at the time a job offer is presented and are responsible for obtaining necessary work permits, visas, or other authorizations. Proof of eligibility must be provided before the start date.

Language Requirements

Equal skills being equal, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is firmly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding workplace that highlights the unique contribution of our employees to our company's success.

As an equal opportunity employer, we encourage diverse applications so that we can have a workforce that is varied and representative of our customers and the communities where we live and offer our services.

Air Canada thanks all candidates for their interest, but only those selected for an interview will be contacted.