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Specialist IT Operations
1 month ago
Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
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.
