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About the Role

The IT Operations Analyst ensures a safe and reliable technology environment for Air Canada, focusing on troubleshooting and operational tasks to support critical IT services including core infrastructure, applications, and digital platforms. The IT Operations Centre team proactively monitors the environment, develops operational skills, and enables service automation.

Responsibilities

• Act as an initial escalation point for the service desk and other Air Canada IT teams regarding technology environment issues.
• Effectively escalate service-impacting issues to the correct teams and collaborate to ensure prompt resolution, including preliminary troubleshooting.
• Proactively respond to alerts by performing correctional tasks to remediate issues and prevent larger problems.
• Act as a coordinator for the on-duty Major Incident owner, organizing communications and tracking troubleshooting actions during major incidents.
• Provide daily support for extended IT support teams by performing documented operational procedures to optimize the systems environment.
• Ensure monitoring tools are properly tweaked and configured for effective proactive alerts.
• Collaborate with the IT service management team to identify recurring technical system problems and work towards resolution or mitigation procedures.
• Work with ITOC BA’s, automation analysts, and the extended IT team to expand the ITOC portfolio of services by documenting designs, standard operating procedures, and identifying value-add opportunities.
• Make recommendations for Service Improvement Plans and ensure timely completion of actions.
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
• Provide assistance to cyber defence teams regarding IT certificate management.
• Conduct initial investigations and make proactive decisions in cloud web portals according to IT security procedures.
• Develop knowledge of monitoring tools used to monitor Air Canada's IT infrastructure.
• Collaborate with the IT operations team to investigate and mitigate repetitive incidents in the IT service.

Requirements

• A relevant University degree/technical certification, and/or relevant experience commensurate to the role.
• 3-5 years’ experience in an enterprise IT environment or global NOC.
• At least 3-5 years of experience in IT Monitoring tools (e.g., Dynatrace, Splunk, Glassbox).
• At least 3-5 years of experience in IT Major Incidents.
• At least 3-5 years of experience in ITIL process concepts and execution (Incident Management, Problem Management, and Change Management).
• At least 3-5 years of experience in ITSM tools and processes.
• At least 3-5 years of experience in an operational technical role supporting applications, infrastructure, or network operations, or as a senior team member in a related service.
• Ability to work effectively under pressure and in rapidly changing or uncertain environments.
• Ability to work cooperatively with others and communicate effectively (verbally and in writing) with all organizational levels.
• Demonstrates concern for satisfying external and/or internal customers.
• Anticipates the implications and consequences of situations and takes appropriate action for contingencies.
• Excellent organizational and troubleshooting skills.
• Passion for Service Improvement.
• Demonstrate punctuality and dependability.
• Requires a high level of availability and flexibility for shift work, including nights, weekends, statutory holidays, and on-call schedules.
• Candidates must be eligible to work in the country of interest and are responsible for obtaining any required work permits, visas, or other authorizations.
• Prior to start date, candidates must provide proof of eligibility to work in the country of interest.

Skills

• IT Monitoring tools such as Dynatrace, Splunk , Glassbox etc.
• IT Major Incidents
• ITIL process concepts and execution (Incident Management, Problem Management, and Change Management)
• ITSM tools and processes
• Operational technical role under application, infrastructure or network operations support
• DevOps
• Web and Mobile apps support
• Linux certifications or experience
• Storage knowledge and troubleshooting
• CCNA or equivalent networking experience
• SolarWinds, Dynatrace, NetScout certification or extensive experience

Location

• Canada

Work Type

• Shift work
• On-call schedule

Experience Level

• 3-5 years’ experience in an enterprise IT environment or global NOC
• At least 3-5 years of experience in IT Monitoring tools
• At least 3-5 years of experience in IT Major Incidents
• At least 3-5 years of experience in ITIL process concepts and execution
• At least 3-5 years of experience in ITSM tools and processes
• At least 3-5 years of experience in an operational technical role

Education Level

• Relevant University degree/technical certification
• Recent Certifications in a related domain such as CCNA, MSCE, AWS, CSP, ITIL, etc.
• Security+ or other security certifications
• Linux certifications
• Certification in ITIL

About the Company

• Air Canada is an iconic Canadian symbol, recently ranked the best Airline in North America.
• We are a diverse and vibrant team at the leading edge of passenger aviation.

Equal Opportunity

• 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.