IT Operations Centre Analyst (ITOC) Job at Air Canada (Toronto)

Job Description

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. The IT Operations Analyst ensures a safe and reliable technology environment for Air Canada with focus on troubleshooting and operational tasks to support our critical IT services: core infrastructure, applications and digital. The IT Operations Centre team is constantly engaging with the core IT teams to find ways to proactively monitor the environment and develop skills to handle vital operations and is a key enabler of service automation within the IT portfolio. This position will be reporting to the Manager, IT Operations.

Job Responsibility

Act as an initial escalation point for the service desk and other Air Canada IT teams as they identify issues regarding our technology environment
Effectively escalate service impacting issues to the correct teams and collaborate to ensure the issue is resolved as soon as possible. Preliminary troubleshooting before escalating is required. Proactively respond to alerts by performing correctional tasks to remediate issues and prevent larger issues from occurring
Act as a coordinator for the on-duty Major Incident owner including organizing communications and tracking troubleshooting actions in the event of a major incident
Provide daily support for the extended IT support teams by performing documented operational procedures that will optimize the systems environment
Ensure monitoring tools are tweaked and configured properly to effectively receive proactive alerts
Work closely with the IT service management team to identify reoccurring problems within the technical systems and work towards resolution and/or documented procedures to mitigate
Work with ITOC BA’s, automation analysts and the extended IT team to expand the ITOC portfolio of services through documenting design, standard operating procedures and other opportunities to provide value
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
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 that will be 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 the following: 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, and in an operational technical role under application, infrastructure or network operations support or as a senior team member in a related service
Recent Certifications in a related domain such as CCNA, MSCE, AWS, CSP, ITIL, etc.
Ability to work effectively under pressure and in rapidly changing environments or uncertain conditions
Ability to work cooperatively with others on a team and to communicate (verbally and in writing) effectively with all levels of the organization
Demonstrates concern for satisfying one’s external and/or internal customers
Anticipates the implications and consequences of situations and takes appropriate action to be prepared for possible contingencies
Excellent organizational and troubleshooting skills and a passion for Service Improvement
Demonstrate punctuality and dependability to support overall team success in a fast-paced environment
This position requires a high level of availability and flexibility as shift work is a requirement as this role. Shift work might include nights, weekends, statutory holidays, and on-call schedule when needed
Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment
Based on equal qualifications, preference will be given to bilingual candidates

Nice to have

DevOps, Web and Mobile apps support
Security+ or other security certifications
Linux certifications or experience
Storage knowledge and troubleshooting
CCNA or equivalent networking experience
Certification in ITIL
SolarWinds, Dynatrace, NetScout certification or extensive experience

Air Canada - All Job Offers

Select Country

IT Operations Centre Analyst (ITOC)

Job Description

Job Responsibility

Requirements

Nice to have

Looking for more opportunities?

IT Operations Centre Analyst (ITOC)

Sr Incident Response Analyst

Senior Cyber Security Analyst – Incident Response & SOC

Senior AI Engineer (Agentic AI / LLM Engineering)

Source to Contract Process Excellence Lead

Rotational Occupational Therapist

Plastic Surgery MDT Coordinator

Housekeeping Attendant

Stockroom Supervisor

Our AI answers in your language