Specialist, IT Incident Management

7 months ago

Dorval, Canada Air Canada Full time

**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.**

These are exciting times for IT at Air Canada, sweating the assets recently implemented in the reservations, customer relations & loyalty contact centres. Air Canada is also investing in new technologies that will facilitate its digital transformation. This is a unique opportunity to work with state-of-the-art technologies, to build and lead a strong technical team of staff and supporting partners, and to contribute to the creation of the Air Canada of tomorrow. Air Canada manages a complex environment with many external dependencies and proper planning and documentation are keys to success.

This position will be reporting to "Manager, Product Development, Delivery and Maintenance" responsible for Air Canada's Contact Centres Systems.

**Responsabilities**:

- Developing and implementing incident management policies, procedures, and best practices.
- Establishing and maintaining incident management tools and systems.
- Responsible for documenting and keeping current all support and workflow processes.
- Monitoring and analyzing incident reports and trends.
- Assigning and supervising incident management team members.
- Acting as the primary point of contact and escalation for all incident-related matters.
- Ensuring timely and accurate communication and reporting of incident status, impact, and resolution.
- Lead a high-performance team of IT professionals.
- Be a visible and vocal change agent for resilient and performant services.
- Collaborate with internal and external technical and business experts to ensure long term planning and alignment of the platform technology requirements.
- Stay current in the latest airline amenities offering & sales strategies and roadmaps to ensure IT position as trusted advisor to our business teams.
- Collaborate with manufacturers, integrators, development, and testing teams to design a scalable and flexible and scalable support model.
- Conducting post-incident reviews and implementing improvement actions.
- Evaluating and enhancing the incident management process and performance.
- Work with 3rd party vendor to manage and maintain current support model.

**Qualifications**
- A bachelor's degree in computer science, information technology, or a related field.
- A certification in incident management or a related field, such as ITIL or PMP.
- Excellent leadership, problem-solving, communication, and teamwork skills.
- A high level of attention to detail, accuracy, and quality.

**Conditions of Employment**:
**Linguistic Requirements**

**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.

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