Manager, IT Operations Center

2 weeks ago

Toronto, 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.**

**Purpose of the position**

The Manager of the IT Operations Centre team is responsible for developing, leading, and motivating a high performing team of IT professionals to reduce the impact of IT incidents and enhance the level of service of Air Canada's IT Operations and Business Services. As Canada's biggest airline, we are transforming the way we serve our customers, and this exciting role is essential in the way the company delivers its services.

This position will be reporting to the Senior Manager, IT & Cyber Ops.

**Responsibilities and accountabilities (Key Functions)**
- Manage and transform an IT Operations Center to operationally support all of Air Canada's IT environments by ensuring our systems are safe, secure, and reliable
- Develop a multi-year strategy for IT Operations that supports Air Canada's goals of becoming a top 10 airline
- Manage day-to-day operations in a Network Operations Centre style environment
- Staff a 24x7 team of energized professionals who are self-driven, motivated, and engaged to work in a fast paced and dynamic environment
- Manage a team that is an escalation point for service desk and the front lines for IT incidents consisting of multi-tier analysts with varied backgrounds in IT- Work with Air Canada's technology vendors to reduce downtime for IT services.
- Develop a performance measurement framework and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered
- Lead and develop junior and senior staff members skills via coaching, training, performance management and one-on-one conversations
- Maintain good relationships and liaison with other IT and Business departments within Air Canada.
- Responsible for maintaining a coverage critical work schedule for Operations center staff.

**Qualifications**
- University Degree or Diploma in a technical discipline or equivalent.
- 5 years of management experience in a Service Delivery environment.
- 7 years progressive experience in the Information Service Industry.
- Exposure and hands-on experience with ITIL and ITSM frameworks including organizations that manage operations to defined service levels.
- 5 years' experience in working with complex high-pressure environments such as a NOC or SOC- Demonstrable evidence of influencing positive change within a service environment.
- Ability to lead teams effectively both through structured coaching and delivering by example.
- Thorough knowledge of IT operations to include a good knowledge of IT best practices, industry trends and customer service.
- Excellent written and verbal communication skills.
- Good understanding of continuous improvement processes.
- Experience implementing and operating in a PCISOX or similar internal control environment.
- Positive attitude with a proven track record of executing.
- Demonstrated initiative and problem-solving ability.
- Ability to inspire and mentor a team in a highly relatively dynamic environment.
- Ability to plan and document processes and standards at a highly detailed level.
- Ability to establish positive working relationships at all levels of the organization.
- Experience leading medium to large sized teams.

**Supervision provided and received**

Manages up to 10 ITOC staff:

- Direction received is primarily goal/objective oriented with periodic status monitoring.

**Working conditions**

May need to be available after hours for escalated change requests or critical incidents.

**Conditions of Employment**:
- Mandatory Covid-19 Vaccination Required

**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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