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Air Canada is looking for a seasoned Specialist in IT Operations to take charge of leading and coordinating the resolution of major incidents, ensuring our global IT services experience minimal disruption. The ideal candidate will have a strong background in IT incident management, proven leadership skills, and the ability to work effectively under pressure. In this role, you will collaborate with cross-functional teams to identify, escalate, and mitigate major incidents while maintaining clear and effective communication with stakeholders. Furthermore, you will drive continuous improvement by evolving and implementing new processes aimed at reducing the frequency and impact of critical incidents.
Responsibilities:
- Serve as the primary point of contact for all major incidents reported, ensuring swift, efficient, and effective handling of incidents from detection to resolution.
- Lead and coordinate activities of various teams involved in incident resolution, including technical support, operations, and communications teams.
- Ensure all stakeholders are consistently updated on the status, progress, and resolution of major incidents through clear and timely communications via email, chat, phone, and incident management tools.
- Maintain detailed incident records, including timelines, actions taken, and resolutions achieved, to facilitate post-incident analysis and continuous improvement.
- Coach colleagues, helping less experienced team members while guiding them in the current and future Air Canada process flows.
- Conduct thorough incident analysis, identify root causes, and implement corrective and preventive measures to prevent recurrence.
- Assess, recognize, and escalate incidents requiring higher-level attention based on established escalation procedures and protocols.
- Contribute to the development and enhancement of incident management processes, documentation, and playbooks to ensure a consistent and efficient response to future incidents.
- Work with the larger team on maintaining proper documentation strategies.
- Work closely with members of the team, providing guidance and support, ensuring escalations and resolutions are timely and efficient.
- Generate incident reports, including post-incident reviews, to communicate lessons learned, highlight improvements, and present findings to management.
- Stay up to date with the latest industry trends, incident management best practices, and emerging technologies to improve the overall incident response capabilities of the organization.
Qualifications
- A pertinent university degree or technical certification, and/or equivalent experience relevant to the position.
- 9-12 years of experience in IT, operations, service delivery, or incident management, with demonstrated leadership in a large organization.
- Advanced ITIL Foundation certification or comparable certifications are highly preferred.
- Understanding of IT Management systems and tools, such as ServiceNow.
- Proficiency in incident response frameworks and best practices.
- Analytical Thinking: Capability to tackle a problem through a logical, methodical, and step-by-step process.
- Teamwork: The ability and readiness to effectively collaborate with colleagues in a team environment, demonstrating excellent leadership, interpersonal, and communication skills.
- Adaptability and Flexibility: The capacity to perform efficiently under stress or in rapidly changing or uncertain environments, while keeping self-control during challenging situations.
- Accountability and Credibility: Assumes responsibility for the organizations outcomes and its future strategies. Shows a clear commitment to being seen as dependable, trustworthy, and reliable.
- Customer Orientation: Evidences a commitment to meeting the needs of both external and internal customers.
- Forward Thinking: Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies.
Conditions of Employment:
Linguistic Requirements
Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
